Email Notifications after Order Submission/ Approval

[snowdev8]

What are some common methods  to send notifications to the customer who placed the order or to the contacts associated with the order after it has been placed? Do you keep it high level or do you also include order details? 

[pr8172510]

Hi @snowdev8,

According to ServiceNow best practices, notifications should be sent at major request lifecycle events such as:

• Request Submitted
• Approval Requested
• Approval Approved/Rejected
• Request Fulfilled/Closed
  
  

For end users, ServiceNow recommends providing relevant request information rather than a generic message. Typical details include:

• REQ/RITM Number
• Catalog Item Name
• Status
• Requested For
• Link to the Request

Keep notifications concise and actionable, and avoid including unnecessary or sensitive variable data.

[Tanushree Maiti]

Hi @snowdev8 

Refer Servicenow Documentation: System notifications 

• Email Notifications: The most popular approach. Notification Templates are used to pull dynamic content directly from the order records.
• SMS Text Messages: Effective for time-sensitive status updates or out-for-delivery alerts. Requires a third-party SMS gateway integration (e.g., Twilio).
• Push Notifications: Alerts sent directly to the customer's smartphone or tablet, utilizing the ServiceNow mobile app framework.
• In-App/Portal Messages: Pop-ups and alerts displayed natively when the customer logs into your consumer or customer service portal.