Email Notifications Best Practices
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‎04-05-2020 08:34 AM
Hello everyone!
I am asking in general,
-what is considered as best practice when it comes to email notifications?
-Do we just deactivate all the OOTB notifications? and make our own if they do not fit our need 100%?
-or maybe we can do some changes on the OOTB notifications? including the conditions and the layout?
-if I have a workflow that has an approval in it, do I trigger an event to send a notification? or do I create a separate email notification on the Approval table ?
I am looking for advice on how to do the right things when it comes to email notifications.
Thank you so much anything would be appreciated.
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‎04-05-2020 09:35 AM
Hi Yanal,
1.Best Practice of Email notification-
2. Basically, we don't change OOTB notification as there is a different dependency on another OOTB rule. So the best practice is not to Change any OOTB.
3. You can change the Condition of notification as per your requirement.
4. Here is a link you can find all about notification-
5. Create an Email notification-
Hope this helps!
Please mark the reply as Helpful/Correct, if applicable.
Kind Regards,
Hemant
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‎04-05-2020 09:46 AM
Hey Yanal,
I think the best method is to keep all of your notifications in one place so that you have one path to take when you are trying to diagnose a problem or identify a notification. Because of this, I don't use the email notification activity in workflows. Instead, I trigger an event just like I would in a business rule and then send the notification using the record in the notification table.
refer below links for best practices,
Kindly Mark Correct and Helpful If Content are Useful.
Regards,
Indrajit.
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‎04-05-2020 10:21 AM
Hi yanal
Don deactivate the OOB functionality provide by servicenow .if it not fulfill your requirement then make change in it according to requirement .
if have the OOB workflow for approval then does not create the custom workflow.
i read in best practice . try to use the OOB functionality.
______________________________________________________________________
following some best practice for email notifications.
CONFIGURATION
- First, understand the Email Accounts table. If you're using ServiceNow beyond IT, the default settings are going to look strange, because every email from ServiceNow will look like its from "IT Service Desk"
- Remember, on each notification you can configure a "from" (both a specific address and an alias). This can come in *really* handy when dealing with non-IT stakeholders, or involving 3rd parties outside your organizations into your workflow.
CONTENT
- Only send email if you *must*. Make good homepages end encourage tool participation
- Focus on maximizing content in the Subject lines of any notification. With the volume of notifications SN instances usually sends, I find most users *hate* having to click into them. If you're not embedding content into subject line, you are intentionally wasting someone else's time.
WORKFLOWS / EVENTS
- Event driven notifications are a little more effort to set up and manage, but well worth it for the extra layer of troubleshooting it gives AND the ability to fire them via script or workflow
- Don't bother with the Notification activity in Workflow. Its fast, but harder to manage / troubleshoot. Its far better to create a notification record that's event driven, then trigger the event from the workflow.
And the single most important rule when dealing with notifications in ServiceNow...
NEVER expose <company>@servicenow.com. ALWAYS have your own company address that passes to your @servicenow.com address. I can spend an entire thread expressing how absolutely FiretrUCKING crucial this is. But short version is as follows.
- Once you tell people about an email address, they'll never forget. Never.
- You don't own your @servicenow.com address. You only rent it.
- When people submit suicide notes, sexual harassment complaints, whistle-blowing, compliance killing PII, and other scary content (and they will - I've seen all of these at multiple companies)... you now have those stuck on a vendor's email system. Not your own. That can all get you in legal trouble that will dwarf the size of all your ServiceNow initiatives for the next 10 years combined.
If it help mark helpful or correct
Thanks and regards
Anil
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‎07-22-2022 08:28 AM
Seems you have copied pasted from someone else's post, you could have shared the direct link 🙂
https://community.servicenow.com/community?id=community_question&sys_id=7ff50761db1cdbc01dcaf3231f9619ae
