Issue Customer Notifications about Change Requests

[KristleR]

Hello, 

This is my first ask to the Service-now community so apologies if this question is incorrectly posted. I have search the community but have been unable to find a suitable solution.

We have been using Service-now Change Management for a number of months and for a selection of Changes we need to issue out Customer Notifications to advise of the impact of the Change/s.

Presently Knowledge Articles have been configured to address some of the notifications however, this is not linked to Change Management and results in duplicate effort and introduces risk around data input.

Does the facility exist within Service-now out of the box to build a form or Customer notification based on information in the Change form?

Our current process is very manual and if we can utilise Service-now this would be increase the accuracy and efficiency of Customer Notifications.

Thank you.

[Dr Atul G- LNG]

HI @KristleR 

If i understood correctly, you want to send the notification to customer, in that case you can set up the email notification on change table, on schedule state. 

We did this for our customer. Please check OOTB Change notiifctaion.

[KristleR]

Hi @Dr Atul G- LNG,

Thank you for your reply, please can you elaborate on this. We utilise the Change notifications internally to notify the teams and assignment groups. How have you done this for your customers? Is it based on data in the CMDB, Services? Have you added to the default fields in order to have the information necessary for Customer Notifications? 

Kind regards

Kristle

[Dr Atul G- LNG]

Hi @KristleR 

To do this part we did  customization we added a check box where we mentioned Customer Notification Required - Yes / No, if yes then in another custom field, we ask change manager to pouate customer group ( created internally).

We can use CMDB / Services data as well. 

[KristleR]

Hi @Dr Atul G- LNG,

Thank you for your response. We are remaining as close to Out of the Box as we can now so are not looking to add Customisation to Service-now. Anything we are looking to carry out will be as configuration only.

Kind regards

Kristle