Hello everyone,
Our organization uses ServiceNow FSM to manage onsite service requests. When an external client requests service, we create a Work Order Task that is assigned to a field technician. The technician then progresses the task through various states.
We are considering leveraging ServiceNow's notification capabilities to send email updates to external clients about ETA, task status changes, etc. These notifications would vary depending on the individual making the request.
We understand that ServiceNow provides an opt-out option for these email notifications. Since our external clients do not have access to the ServiceNow platform, I have a few questions about how this opt-out process is managed:
How is the opt-out managed in the platform?
- Is the email address flagged to prevent future notifications, or is there another method?
Re-enabling Notifications:
- Until we implement a client portal, would the only way to opt clients back in be to manually remove their opt-out status in the system?
Any insights or experiences you can share would be greatly appreciated.
Thank you!
