Configure incident notifications

gianluca5
Giga Contributor

Hello, everyone,
I'm doing the ITSM simulator. Can someone help me with this task? Can you give me the list of actions to complete the task? Thank you!

 

As a user, I want to be notified when an incident is created for me. Users should not be able to unsubscribe from the notification. 

 

1. Set the notification "Incident opened for me" to be mandatory. (Note: 'The mandatory' field may need adding to the form). A user should get a notification even if they created an incident for themselves.

 

2. Update the "incident_has_been_opened" mail script so that the message contains the "Opened by" user information.

1 ACCEPTED SOLUTION

Alberto Consonn
ServiceNow Employee
ServiceNow Employee

Hi Gianluca,

navigate to System Notifications > Email > Notifications and open the record Incident opened for me

Then, right click on the Header form and select Configure > Form Layout and add the field Mandatory in the selected area:

find_real_file.png

Then, check the flag Mandatory in the form and press Update:

find_real_file.png

 

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

View solution in original post

6 REPLIES 6

Alberto Consonn
ServiceNow Employee
ServiceNow Employee

Hi Gianluca,

navigate to System Notifications > Email > Notifications and open the record Incident opened for me

Then, right click on the Header form and select Configure > Form Layout and add the field Mandatory in the selected area:

find_real_file.png

Then, check the flag Mandatory in the form and press Update:

find_real_file.png

 

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

and for point 2??

risolto. grazie!

Make sure you plug in "Incident assigned TO me" (not "for me") to find the record.