Daily summary notifiactions

[D Sha]

Hi, 

I have a requirement to configure a notification that consists of a list of all the outstanding notifications(from different tables) for a user. This notification is to be send daily to a user depending on what outstanding notifications they might have. I went through the email digest documentation, but it seems that email digest works for a particular table at a time. So email digest will work if there are a number of notifications from a particular table. Is that correct?

Is there any OOB solution for my requirement.

Any kind of help is appreciated

[Swapnil Shirsik]

Hi Dhriti,

You mentioned two contradictory things? 1-user received above mentioned emails. 2-one email consisting of these outstanding notifications?

If user has already received multiple notifications, then what is the purpose of sending all the consolidated notifications again in one more notification? Also, since the email logs table contains huge data, querying it might cause performance issues.

Please mark helpful/correct if it added value.

[Jacek Brzozowsk]

Hi,

I received a similar requirement from the business.

Overall feedback is that ServiceNow is too noisy. It sends multiple notifications related to Incidents, RITMS, Approvals, Surveys. 

Ideally the user should get a daily summary notifications containing:
- Customer visible comments on incidents that he/she raised (posted in that given day)
- Resolution notes for Incidents that are on Solution Proposed\Awaiting acceptance state
- List of RITMS that they requested and that got closed complete on that given day
- Approval items pending their decision
- Active NPS satisfaction survey he/she can submit

I know it is a challenging use case, but a typical manager role in our organization is getting an average of 30-50 ServiceNow notifications daily and that is just unbearable.

There has to be a smarter way to guide them on what is happening on interactions that they are involved in, without spamming their inbox.

P.S. Email digest is too narrow as it is addressing only a single record on a table. Not to say that putting the effort on end user to enable digest notification is completely unrealistic in large corporate organizations.
There has to be a way of mass enabling email digest for a given notifications to all users through admin role.

Best regards,

Jacek Brzozowski

[Loding_m]

Hi @jacek,

I was wondering if you ever found / built a solution for this? We are receiving similar feedback and a "Smarter" way would be great to have!

Thanks!