Notification content

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Notification content

    This feature enables ServiceNow customers to create and send email, push, and SMS notifications directly to employees. Notifications can also be integrated into campaigns to enhance communication and engagement within the organization.

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    Getting Started

    To utilize email, push, or SMS notifications, customers must:

    • Activate the Notify plugin [com.snc.notify].
    • Configure key system properties that control SMS notification limits, including maximum events queued, users per event, recipients per notification, and SMS concatenation settings.
    • Set up integration with an SMS service provider or configure a Twilio account for SMS delivery.
    • Create notification content tailored for email, SMS, or push channels.
    • Map SMS content to campaigns (Content Experiences) and schedule content delivery appropriately.

    Key System Properties for SMS Notifications

    • snca.smsnotification.maxevents: Limits the number of campaign events queued per job run (default 50).
    • snca.smsnotification.maxusersperevent: Limits users added per campaign event for SMS (default 1,000).
    • sncd.smsnotification.maxrecipients: Limits users per Content Delivery SMS notification (default 50,000).
    • sncd.smsnotification.maxusersperevent: Limits users per Content Delivery event for SMS (default 1,000).
    • glide.notify.sms.maxconcatenation: Configures the maximum number of SMS messages concatenated into one large SMS (up to 10). Note that SMS charges apply per message segment, and not all providers support concatenation.

    Scheduling and Automation

    Several scheduled jobs manage the sending and audience updates of SMS notifications:

    • Content Experiences: Send SMS Notifications: Sends SMS notifications for campaigns, typically running hourly.
    • Content Experiences: Update Campaign Audience: Updates campaign audiences by adding or removing users based on criteria, reflected in Campaign Targets.
    • Content Experiences: Add Non-Portal Campaign Content: Creates records for sent emails but does not send emails itself.
    • Content Publishing: Send SMS notifications: Sends SMS notifications for Content Delivery, also running hourly by default.

    Practical Benefits

    By leveraging this capability, ServiceNow customers can effectively communicate important messages and campaigns through multiple channels, ensuring timely and targeted delivery to employees. The configurable limits and integration with providers like Twilio ensure scalability and cost control for SMS messaging.

    Create email, push, and SMS notifications to send messages directly to your employees. Messages can also be sent as part of a campaign.

    Getting started

    To send email, push, or SMS notifications, perform the following tasks:
    • Activate the Notify [com.snc.notify] plugin: Activate Notify
    • Ensure that the following system properties are configured:
      Table 1. Notification content system properties
      System property Description
      sn_ca.sms_notification.max_events Determines the maximum number of campaign events to queue per job run for SMS. The default value is 50.
      sn_ca.sms_notification.max_users_per_event Determines the maximum number of users to add per a campaign event for SMS. The default is 1,000.
      sn_cd.sms_notification.max_recipients Determines the maximum number of users to add per Content Delivery notification for SMS. The default value is 50,000.
      sn_cd.sms_notification.max_users_per_event Determines the maximum number of users to add for a Content Delivery event for SMS. The default value is 1,000.
      glide.notify.sms.max_concatenation Notify supports the concept of SMS concatenation. The maximum length of a single SMS is 160 characters for plaintext or 70 characters for Unicode SMS messages. Up to 10 SMS messages are linked together when the maximum length is reached. This property configures the maximum number of SMS messages that are linked into one large SMS message. If the body length is exceeded the body truncates and a message logs.
      Note:
      The charges are per SMS, which means that 1600 character SMS is 10 times as expensive as a 160 character SMS. Also, not all providers support SMS concatenation.
    • Configure notifications to work with an SMS service provider or configure a Twilio account. See Configure Notify with Twilio.
    • Create notification content. See Create email, SMS, or push notification content.
    • Map SMS content to a campaign (Content Experiences). See Create a campaign.
    • Schedule content (Content Experiences). See Create a campaign, Create content for a campaign, or Create campaign bundles/stages, or Scheduling the delivery of content.
    • Run scheduled jobs:
      • Content Experiences: Send SMS Notifications: Responsible for sending SMS notifications for campaigns. Default value is to run every hour.
      • Content Experiences: Update Campaign Audience: Reevaluates the audience for a campaign and removes employees that no longer satisfy the criteria.

        Adds users that match your defined criteria to the campaign. Users show up in the Campaign Targets related list for a campaign.

      • Content Experiences: Add Non-Portal Campaign Content: Creates sn_ca_campaign_item_user_records for sent emails. It does not send the email.
      • Content Publishing: Send SMS notifications: Responsible for sending SMS notifications for Content Delivery. Default value is to run every hour.
    For more information, see: Email and SMS notifications, Notify, and Numbers and number groups.