ServiceNow Notifications Best Practices

[Eric_Gauthier]

I am looking for resources or best practice documents or what the Community members have found has worked best in their orgs in regards to notifications... 

I am having issues with people not reading their ServiceNow email notifications from the system and I want to come up with some job aids and enhancements to send out and socialize.  Tips, tricks, etc.  Or better ways we can set things up to reduce the number of emails we send out and only send out what is important. I have found that a lot of people have set up filters in Outlook for their ServiceNow emails.  

What is most effective as far as which type of notifications to send. Open, Closed, Comments, digest, etc. 

Is there a format of the notifications that you have found works really well? 

For example, I know commented emails are super important.  But do many people care when tickets are opened? Closed? Do we make them all subscribable? I know SN Support emails have gone through a ton of changes, and sure they have done studies.  What have people found from these studies?  

Anything out there that has worked for you, would love to hear about your experience. 

Thanks,

-Eric 

[sachin_namjoshi]

In my org, most important and relevant user notifications are sent to users on slack. 

We found that this way these aren't missed by users. Also, we have servicenow slack BOt automation which verifies if user took actions on these notification and sends reminders at configurable intervals.

Basically, your notifications should be actionable.

Regards,

Sachin

[Susan Britt]

I have found it various by industry and audience, as well as how the users use the system.  For example, what employees expect to get notified about from an HR case may be different than IT, and even within IT I may want to know when my Change is closed but not an Incident.  This goes for the notification itself and the format/content.  Are most of your users utilizing the mobile app and do not need email notifications?

I would recommend doing an analysis of your outgoing email notifications.  Turn off the "Send to event creator" as much as possible.  I have found that most customers and users do not care about the Opened notifications as much, unless someone else opened something on their behalf.  

The OOB notifications are not very personable or user friendly to some audiences. Take into consideration who is getting your notifications, their language, technical and business experience, etc to determine what they need or would understand.  Do a quick engagement survey of your users around notifications to see what they want, don't want, etc. and take action accordingly.