question Re: Override OOTB notifications on RITM in App Engine forum

Override OOTB notifications on RITM

ShaziyaS1041050 — Thu, 23 Oct 2025 06:36:00 GMT

HI @Ankur Bawiskar

I have a requirement where i want to override the OOTB notifications sent when RITM worknotes is updated , i want to send my own customized notification when worknotes is updted , without deactivating the OOTB notificatiosn.

Re: Override OOTB notifications on RITM

Ankur Bawiskar — Thu, 23 Oct 2025 06:43:15 GMT

@ShaziyaS1041050

not possible

-> either update the OOTB notification

OR
-> create your own notification and deactivate the OOTB one

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Re: Override OOTB notifications on RITM

G Ponsekar — Thu, 23 Oct 2025 07:30:29 GMT

Hi @ShaziyaS1041050

To prevent an out-of-the-box (OOTB) notification from sending when certain criteria are met and send a custom one instead, the best practice is to set a higher "Weight" on your custom notification. This causes the platform to process your notification first and, if a notification is successfully sent, ignore any other notifications with a lower weight that match the same conditions.

Check this article: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0829694

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

Thanks, GP

Re: Override OOTB notifications on RITM

ShaziyaS1041050 — Thu, 23 Oct 2025 09:27:04 GMT

@G Ponsekar

if we change weight too that doesn't stop OOTB from sending notifications ryt

Re: Override OOTB notifications on RITM

G Ponsekar — Thu, 23 Oct 2025 09:43:21 GMT

Hi @ShaziyaS1041050 ,

Did you checked the article which I mentioned? It clearly explains possible scenarios.

If the outbound emails HAVE EXACTLY SAME 'Recipient' , 'Target', and Conditions only the one with highest weight is sent plus any one with weight=0.
The rest of the emails are marked as 'State'="Ignored"

If your custom notification deviates from above rule then OOTB notification will be sent as well. So In this case you will need to deactivate OOTB notification.

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

Thanks, GP

Re: Override OOTB notifications on RITM

svirkar420 — Thu, 23 Oct 2025 10:57:03 GMT

Hi @ShaziyaS1041050 , You can not do that, the requirement you want to achieve is only possible by updating the existing OOTB notification and add your custom format in that notification.

make the OOTB one inactive and create a new notification of your own matching the triggering condition. These are the only possible ways as of now.

And even if you changed the weight that will only decide the priority of which notification will be sent first when multiple notifications are triggered.

Hope this helps. If yes then make sure to mark this answer as Accepted solution and give thumbs up, this will help others as well.

Regards,

Saurabh V.

Re: Override OOTB notifications on RITM

ShaziyaS1041050 — Thu, 23 Oct 2025 10:58:54 GMT

@G Ponsekar

what is the use of overrides field in the notification table.

Re: Override OOTB notifications on RITM

Ankur Bawiskar — Mon, 27 Oct 2025 05:56:05 GMT

@ShaziyaS1041050

Thank you for marking my response as helpful.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏