Purpose of Notify field options in Incident table

[Saurav_Kumar]

In the Incident table, the Notify field has three options:

• Do not notify
• Send email
• Telephone

I’d like to understand the purpose and practical use of these options.

• How does ServiceNow handle notifications when “Send email” or “Telephone” is selected?
• Are these tied to out-of-the-box notification rules, or do they require custom configuration?
• How do organizations typically use the “Telephone” option—manual indicator or integrated with Notify/Twilio?

Any clarification or best practices would be very helpful

[Shashank_Jain]

Hello @Saurav_Kumar ,

Good Question!!

As per the other community answers and some investigation done by me on this :
This is old column and this is NOT use in the OOTB right now. You have to customize it in on your own if you want to use it.
- No official documentation defines it.

- No release officially marks it as deprecated.

- It exists in the schema but have no out-of-the-box functional role in current Incident Management.

[SohamTipnis]

Hi @Saurav_Kumar,

I think this was used earlier in the Incident table; as of now, this field is not given from OOTB, as mentioned by @Shashank_Jain, and probably this field is just to indicate which source to be used for that particular incident, like whether they want email, telephone (direct contact), or no notification.

So this is just a normal field, as per my understanding.

Great question and nice observation anyway. 👍

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10