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 

Greetings!!

One another way, if you are using CSM , then we can take benefit of the account tables and their contacts to pull the customer's to send notification. It is very wild thought but looks oOTB if your are using CSM.

[KristleR]

Hi @Dr Atul G- LNG ,

Unfortunately at present we are not using CSM so this is not a possible avenue for solution.

Kind regards

Kristle

[Dr Atul G- LNG]

Then no way @KristleR  to do automatic way. Sorry can't help much here.

[KristleR]

Thank you @Dr Atul G- LNG for your assistance