Send a customized email from servicenow instance

[yasserbouat]

Hello dears,

Please, does soemone know if it is possible to do the following : 

I am the system admin of the instance, and I want to send a customized email - from the instance - to all other users.

[swapnali ombale]

Hi @yasserbouat 

Yes, as a ServiceNow system admin, you can send a customized email to all users by leveraging the "Send Email" functionality within the platform, or by creating a notification that sends to all users. 

Here's how you can do it:

Option 1: Using "Send Email" (Quick & Simple)

• Navigate to the Email Client: Go to "All" > "Email" > "Email Client".
• Compose the Email: Fill in the "To" field with a wildcard or a list of all users, the subject, and the body of the email.
• Send the Email: Click "Send". 

Option 2: Creating a Notification (More Flexible)

• Create a New Notification: Navigate to "System Notification" > "Email" > "Notifications" and click "New". 
• Configure the Notification:
  • Name: Give the notification a descriptive name. 
  • Event: Select the event that triggers the notification (e.g., "Custom Event" if you want to trigger it manually). 
  • Recipients: In the "Recipients" section, you can use a query to include all users, or you can select a specific group or role. 
  • Email Template: Choose an email template or create a custom one for the notification's content. 
  • Sender: Configure the sender address. 
  • Other Settings: Set other options like priority, subject, and attachments. 
• Test and Activate: Test the notification to ensure it sends correctly and then activate it. 

Option 3: Using a Business Rule (Advanced)

• Create a Business Rule: Navigate to "System Policy" > "Business Rules" and create a new rule.
• Write Script: Use a script to send an email to all users, based on a specific event or condition. 

Key Considerations:

• Email Sending: Ensure that email sending is enabled in your ServiceNow instance. 
• Email Accounts: Review your email accounts to ensure they are configured correctly. 
• Testing: Always test your email notifications before sending them to all users. 
• User Experience: Be mindful of the email content and frequency to avoid overwhelming users. 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[yasserbouat]

Thanks @swapnali ombale for your reply, but i tried the first option and didn't find the "to" in "All" > "Email" > "Email Client" : there is only email configuration : 

and in the option 2 : using notifications in servicenow , where is the custom event please ? 

[swapnali ombale]

Hi @yasserbouat  

Follow below steps to configure email client option 

To configure the email client in ServiceNow, navigate to System Policy > Email > Client Templates, enable the email client for a specific table by adding "email_client=true" to the table's dictionary collection record, and create or edit email client templates for different scenarios. 

Here's a more detailed breakdown:

1. Enabling the Email Client for a Table:

• Locate the Table:

  Open the list view of the table for which you want to enable the email client. 
• Access Dictionary:

  Click on any column (if there are multiple) and go to "Configure" > "Configure Dictionary". 
• Find Collection Record:

  Locate the record with the collection type (usually with an empty column name). 
• Enable Email Client:

  • Go to "Advanced" view. 
  • Add "email_client=true" to the "Attributes" field. 
  • Click "Update". 

2. Configuring Email Client Templates:

• Access Client Templates: Go to System Policy > Email > Client Templates. 
• Create or Edit Templates:
  • Create a new template or open an existing one. 
  • Template Details:
    • Name: Give the template a descriptive name. 
    • Table: Specify the table for which the template is applicable. 
    • Conditions: Add conditions (e.g., category, subcategory) to determine when the template should be used. 
    • Subject: Enter the email subject. 
    • Body: Write the email body content. 
    • Attachments: Add any required attachments. 
  • Save the Template . 

3. Using the Email Client:

• Open a Record: Open a record from the table where the email client is enabled. 
• Access Email Client: Click the menu icon (three dots) and select "Compose Email". 
• Compose Email:
  • To, Cc, Bcc: Add recipients. 
  • From: The email client will use the configured "From" address from the template or user settings. 
  • Subject: The email client will automatically populate the subject from the template. 
  • Body: The email client will automatically populate the body from the template. 
  • Attachments: Add any attachments. 
  • Send: Click "Send" to send the email. 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[AmM01]

Yes, there is a function called Targeted communications. I learned about it while studying CIS-CSM certificate. 

Targeted communications

I think it's only available on CSM module.