Outage Notification Customization

[Dan2]

In ServiceNow there is the ability to create an Outage ticket, based off an Incident/Problem/Change ticket.  Does ServiceNow give the ability to send out multiple notifications.  What I am looking for is to see if it is possible to send out an email to the entire company and also post to the Service Status widget.  

[Allen Andreas]

Hi,

When creating the outage, OOB, if the CI is a "Business Service", it will post to the Portal in the "Current Status" widget.

As far as the notifications, you can create UI Actions on the Outage table and use those for the different types (if applicable). There are 2 out of box that are set to fire on creation of the outage and end of the outage. You can tweak those if you wish and then in those notifications...specify the email address it should go to. ServiceNow isn't really meant to be a fully blown "mass email" system...so what a lot of people do is send a company email address that in turn redirects it to a distro that goes out to everyone. Something along those lines.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Dan2]

Thank you Allen, we would just set it up to send an email to our company-all email distribution list.  So if I am understanding correctly, we can create a UI action in the Outage table/section that if the CI is "Business Service" post to the Portal and send an email to "company-all" email distribution list.  is there a document on SN's website about UI actions?  

[Allen Andreas · Accepted solution]

OOB, when you create an outage...if the CI is business service class...then it posts to the portal as mentioned. The UI Action thing...was if you wanted to triggered a different type of notification (since you mentioned different types of notifications -- perhaps you misreported that).

So today, if you went and create an outage and the CI was class business service, check your portal and you'll see it there.

There's also OOB notifications for when you create that outage that I believe it tries to go out (you'd need to specify to who), but OOB, it's there.

Same as when you set an end time to the outage, thus "closing" it, it removes itself from the portal, automatically, and I believe it would then send the outage end notification.