Email Notifications after Order Submission/ Approval

snowdev8
Tera Expert

58m ago

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? 

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pr8172510
Tera Guru

14m ago

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.

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