Email notification from change to customer

[SaswatiC]

Hi All,

Kindly help me to understand should we use distribution list or ServiceNow group to send email notification to a list of customer. We would like to send email from change request to a small group of customers.

Please help. Thanks

[ersureshbe · Accepted solution]

Hi, Following options are possible..

1. Watch list - use script and define when the customer or DL get notification

2. Group table - configure the DL or customer email address in the manager field 

3. Create event and map notification template. Define the condition when it should trigger.

1 st point is having an option OOB function supports to send email with out using event.

Decide with best option suits for your requirement. Select and onboard in your instance.

[ersureshbe · Accepted solution]

Hi, Following options are possible..

1. Watch list - use script and define when the customer or DL get notification

2. Group table - configure the DL or customer email address in the manager field 

3. Create event and map notification template. Define the condition when it should trigger.

1 st point is having an option OOB function supports to send email with out using event.

Decide with best option suits for your requirement. Select and onboard in your instance.

[Mani A]

use servicenowGroup to send notification 

by eventQueue or direct selction of group in notification

[Amit Verma · Accepted solution]

Hi @SaswatiC 

A DL is created outside of ServiceNow instance, typically in an Exchange Server. If you already have a DL Created for your customers within your organization, I would suggest you to make use of that directly within the ServiceNow instance to send notifications else you should go ahead with creating ServiceNow Group for your customers.

Thanks and Regards

Amit Verma

[SaswatiC]

Thank you all for your quick support on my query, apologies for my delayed response.