How to Set Up Automated Email Notifications for Ticket Updates?

JamesGreen
Giga Contributor

‎02-21-2025 04:21 AM

Hey everyone,

 

I want to automate email notifications in ServiceNow so that users get updates when their incidents or requests change status. I’ve tried using notification rules, but some emails don’t seem to send, and others go to the wrong people. What’s the best way to configure reliable automated email alerts for ticket updates?

 

Thanks!

0 Helpfuls
  • 980 Views
2 REPLIES 2

Dr Atul G- LNG
Tera Patron
Tera Patron

‎02-21-2025 06:58 AM

Hi @JamesGreen 

 

It is all OOTB available, did you check that?

 

AGLearnNGrow_0-1740149866924.png

 

 

share more details so that we can guide you.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

JamesGreen
Giga Contributor

‎03-16-2025 04:03 AM

Thanks for your response! Yes, I’ve been using the out-of-the-box (OOTB) notification rules, but some of the emails still seem inconsistent, particularly when multiple users are involved or when a change happens in a less common status. I’ve also checked the conditions and recipients, but I’m not sure if I’m missing something in the configuration.

Could you suggest any specific settings I should focus on or any best practices for setting up reliable notifications for different status changes?

0 Helpfuls