Sending mail via Servicenow vs Outlook?

[Ekta Arora]

Hi we are not implementing sending emails via Servicenow in my organization. We are everytime using Outlook to send an update to the caller or user.

What can be the hardships if we migrate to servicenow from Outlook ?

I know it's not so technical but I need some experienced views!

[Tony Chatfield1]

Hi, unfortunately your post is not clear as to your current state. Do you mean that there are no automated email notifications and that every message is configured and sent manually from a users PC based  'outlook' ? If yes then using your instance for notifications should bring a lot of efficiency and communication improvements to your business.

Notifications from your ServiceNow instance is a great way to reduce user overhead and ensure consistent and meaning full email content, but this does have some process dependencies as users will need to follow specific steps to trigger notifications IE ensure that a tasks caller\requester is correctly populated (and that the user record has a valid email address), then add the correct information, change field values in order to trigger the correct notification; IE for a task update add additional comments to the task if the details are to be shared with the client, or add the comments as work-notes if the detail is not client facing IE only to be shared internally.

Notifications from ServiceNow can be fully automated or manually via the SNC email client (these can be partially or fully template'd.

Configuring notification does require some thought\consideration and planning, to ensure correct trigger, meaning full content and (something a lot of organizations miss) minimizing emails so that users do not ignore messages as they feel 'spammed'.

I would recommend reviewing the SNC documentation carefully, then testing in a dev or PDI instance using the OOB configuration as a starting point.

[Ekta Arora]

Thanks Tony you have taken much time appreciate that !

[Yousaf]

Hi Ekta,

I have attached a document hopefully it will answer your questions.


Mark Correct or Helpful if it helps.

Thanks,

Yousaf