How to stop the OOB notification getting triggered upon rejection of service request?

[Suresh93]

Hi,

There is an OOB event named: workflow.notification which triggers a notification when the request is rejected. We have customized notifications for rejection and do not require the OOB one. 

I have checked from where this event is getting triggered and get to know that it is used in one of the "Workflow Activity Definition". As this is new for me so, before doing any changes, I want to know how I can stop this and what impact it can have on the instance.

Your help will be really appreciated.

Thanks and Regards

Suresh

[Gowrisankar Sat]

Hi Suresh,

You can set Active field to False on the notification record.

If you are very sure that the other notification is getting triggered from Workflow Activity, there won't be any impact.

This is the notification URL in my Instance for Request Rejected notification. You can check on your instance as well:

https://<instance_name>.service-now.com/sysevent_email_action.do?sys_id=db07d5ea0fe433001befa68ca8767edc

[Tejaswini9]

Hello @Gowrisankar Sativada ,

For me 2 notifications are getting triggered for sending the approval request and i have checked the OOB notifications for the "Approval" table and none of them seems to trigger but dont know from where this notification is coming, could you please help me to solve my issue, this is bit urjent.

Thanks!!!

[Ashutosh Munot1]

Hi,

This is the event which indeed triggers the Script action named as "Workflow Notification".

See this https://instancename.service-now.com/sysevent_script_action.do?sys_id=0b4812080a0a0b270f6dba560f256a9b&sysparm_record_target=sysevent_script_action&sysparm_record_row=1&sysparm_record_rows=1&sysparm_record_list=event_nameSTARTSWITHwor%5EORDERBYorder

In this script action it creates a email action directly with workflow context and list of receipient to whom this notification should go.

If you want to restrict that for specific table then you need to modify that or else just deactivate the script action and event.

Thanks,
Ashutosh

[Gowrisankar Sat]

No way, 

You cannot deactivate or modify "workflow.notification" script action.

That is responsible for sending notifications whenever you use Notification activity on any workflow.

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow-activities/r...