Workplace Notifications Reference – Case Management & Reservation Management

[Lalit Bhatt]

If you’re working with Workplace Case Management or Workplace Reservation Management, it’s often useful to know which notifications exist, when they are triggered, and who receives them.

To make this easier, I’ve compiled and attached a reference list of out-of-the-box notifications for both modules.

Important:
The notification names listed in attachments may not exactly match the notification names in your ServiceNow instance.

For example, some notifications in your instance may include “PL” in the name, which indicates that ServiceNow Polaris branding has been applied.

While the names may vary, the business purpose, trigger conditions, and recipients remain the same.

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Workplace Reservation Management – Notifications Overview

The attached Workplace Reservation Management Notifications list covers notifications related to:

• Reservation creation, updates, and cancellations

• Recurring and series reservations

• Reservation rejections and cancellations

• Notifications sent to:

  • Requesters

  • Invitees

  • Other related stakeholders

Each notification entry includes:

• Notification name

• Scenario in which it is triggered

• Whether it is active

• Target table (for example, sn_wsd_rsv_reservation)

• Reservation type (single, recurring, parent, etc.)

• Recipients

• Steps to reproduce / generate the notification

• Technical trigger details (event fired, conditions)

This is especially helpful when:

• Validating expected behavior

• Troubleshooting “missing” notifications

• Deciding whether to customize or extend existing notifications

Attached file: Workplace Reservation Management Notifications.xlsx

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Workplace Case Management – Notifications Overview

The Workplace Case Management Notifications list focuses on notifications generated during the case lifecycle, such as:

• Case creation and updates

• Assignment and reassignment

• Status or state changes

• Notifications sent to:

  • Case callers

  • Assignees

  • Assignment groups

Each notification entry includes:

• Notification name

• Active status

• Target table

• Recipients

• Steps to trigger the notification

• Functional description

This reference is useful for:

• Understanding default communication behavior

• Auditing notification coverage

• Avoiding duplicate or unnecessary custom notifications

Attached file: Workplace Case Management Notifications.xlsx

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Why This Reference Is Useful

• Helps admins and developers quickly understand OOTB notifications

• Reduces time spent searching through Notification [sysevent_email_action] records

• Useful during implementations, upgrades, or troubleshooting

• Acts as documentation for functional and technical teams

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Note:
These lists reflect out-of-the-box notifications. Your instance may differ if notifications have been customized, disabled, or extended.

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If this reference helped you better understand Workplace notifications, please mark this post as helpful 👍

[nishant3101]

Thanks for putting this together—this is a very practical reference, especially for admins who struggle to trace OOTB notifications across Workplace modules in ServiceNow.

A few questions that might help others (and spark more discussion):

1. Scope & versioning

   • Which ServiceNow release(s) did you validate these notification lists against (e.g., Vancouver, Washington)?

   • Have you noticed any changes or additions across recent upgrades?

2. Event vs condition-based triggers

   • For Workplace Reservation Management, are most notifications event-driven, or did you find some relying mainly on condition checks?

   • Any tricky cases where the event fires but the notification doesn’t send due to conditions?

3. Polaris (“PL”) naming

   • Apart from the naming difference, did you observe any functional behavior change with Polaris-enabled notifications?

   • Would you recommend admins rely on trigger logic rather than names when auditing?

4. Common customization patterns

   • In real projects, which notifications do you most often see customized or disabled?

   • Any notifications you feel are redundant or commonly lead to duplicates?

5. Troubleshooting insights

   • While compiling this, did you encounter notifications that exist but are inactive by default?

   • Any tips for quickly identifying “why a notification didn’t fire” beyond checking sysevent_email_action?

Overall, this feels like something that could become a go-to checklist during implementations, upgrades, or audits. Appreciate you sharing both the functional and technical angles—very admin-friendly 👏

Would love to hear if you’re planning to extend this for other Workplace modules as well.