ServiceNow Fundamentals: Three Types of Notifications in the ServiceNow Platform for Administrators

[BillMartin]

In this article, I will be discussing the different types of notifications in ServiceNow.

ServiceNow notifications are a key feature used to keep users informed about important updates and changes within the ServiceNow platform. They help ensure that users stay on top of critical events, such as incident updates, approval requests, and other significant actions.

Here’s a breakdown of how notifications work in ServiceNow:

Types of Notifications

1. Email Notifications: These are sent to users via email and can be triggered by specific events or conditions within ServiceNow.
2. Push Notifications: For mobile users, ServiceNow can send push notifications to their devices.
3. In-Platform Notifications: These appear within the ServiceNow interface and can be used to alert users to updates or tasks.

Notifications Key Components

1. Notification Triggers: Define the conditions under which a notification should be sent. Triggers can be based on changes to records, specific user actions, or scheduled events.
2. Notification Templates: These are pre-defined templates used to format the content of the notifications. Templates can include dynamic fields that pull in relevant data from ServiceNow records.
3. Notification Conditions: These conditions determine when a notification should be sent. For example, a notification might be triggered when a new incident is created or when an existing incident is updated.
4. Recipients: Specify who should receive the notification. Recipients can be individual users, groups, or other entities within ServiceNow.

How to Set Up Notifications

1. Create a Notification: Go to the Notification module in ServiceNow, and click on "New" to create a new notification.
2. Define Trigger Conditions: Set up conditions that will trigger the notification. You can choose from options like record changes, schedule-based triggers, or user actions.
3. Configure Content: Use the notification templates to define the content and format of the notification. You can include placeholders for dynamic content, such as incident numbers or user names.
4. Specify Recipients: Choose who should receive the notification based on roles, users, or other criteria.
5. Test the Notification: Before activating it, test the notification to ensure it works as expected and that the content is correct.

Notification Best Practices

• Be Selective with Notifications: Avoid sending too many notifications to prevent user overload. Only notify users about the most relevant and important updates.
• Personalize Notifications: Use dynamic fields and user-specific information to make notifications more relevant and actionable.
• Monitor and Adjust: Regularly review and adjust notification settings based on user feedback and system performance.

To find out more, watch for a live demo.....

Here is How: ServiceNow Foundations: How to Create Email Notifications

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[BillMartin · Accepted solution]

Effective communication is key to managing any IT operation, and ServiceNow provides a robust notification system to keep users informed about critical updates and events. As a ServiceNow administrator, understanding the different types of notifications available in the platform is essential for ensuring that the right people receive the right information at the right time. In this article, we’ll dive into the three core types of notifications in ServiceNow: email notifications, SMS notifications, and push notifications. We’ll explore how each type works, when to use them, and how you can customize them to fit your organization’s unique needs. By mastering these notification types, you can improve communication, enhance service delivery, and ensure that your team stays informed and responsive.

[DeepakC15]

Let's first understand the notification trigger or we can say When to Send part

The When to Send section defines the conditions required to send the notification. The available configuration fields depend on whether the notification is sent when a record is inserted or updated or in response to an event. The images show the Advanced view.
It has two types
1. Record inserted or updated
2. Event is fired

Send when: Choose Record inserted or updated or Event is fired.
Inserted: Select this option to send an email when a new record for the Table is added to the database. Available when the Record inserted or updated is selected.
Updated: Select this option to send an email when an existing record is updated in the database. Available when the Record inserted or updated is selected.
Event name: Event that triggers the Notification. Available when Event fired is selected.
Weight: Numerical value determining which email to send when multiple notifications are in the Outbox for the same record and recipient(s).
Conditions: Condition(s) under which to send the email. If there is no condition, this field returns true.
Advanced condition: Server-side script to determine if a notification should be generated and sent.

[BillMartin]

Thanks @DeepakC15 for providing more insights 😎👍