Configure email notifications from the admin console

Review, activate, update, and configure email notifications for Employee Slate from the admin console.

Before you begin

Role required: admin or ESC Admin.

About this task

The Email notifications page displays existing notifications that are available to review, activate, and update. Email notifications use templates with AI-native branding. Each notification has a name, active status, associated table, category, and email template.

The consolidated email notifications are structured around requester and fulfiller personas across key lifecycle moments. Email notification set:

• Uses the Employee notification template exclusively.
• Leads with an action-oriented subject line that includes the ticket number.
• Opens with a first-name greeting and plain-language status update.
• Includes contextual details such as short description, priority, urgency, and assigned group.
• Features a primary call-to-action linking directly to the Employee Center or Employee Slate detail view.
• Includes an optional customer satisfaction survey link on resolution and completion notifications.

Procedure

1. Go to the Product Configuration console and select Notifications > Email notifications.

   Figure 1. Email notifications page

   

   The Email notifications page opens and displays the list of available notifications with their status, table, category, and email template.
2. Review the notification list to identify which notifications to activate or update.
   The list displays notifications for categories such as Service Catalog and IT Service Management. Each row shows the notification name, active status, associated table, category, and email template.
3. Select a notification row to open the notification record for editing.
   The notification record opens with editable fields for the template and settings.
4. Optional: Preview the email to review how it appears to employees.
   The email preview displays the notification content with AI-native branding as employees will see it.
5. Select the Active check box to activate a notification.
   The notification turns active and sends emails based on the configured trigger conditions.
6. Optional: Select the email template link to review or customize the notification content.
   Email templates use AI-native branding and can be customized to match organizational requirements.
7. Select Update to Employee Slate to apply template updates.
   The system updates the notification template with the latest changes.
8. Select Mark as configured after completing the notification setup.
   The Email notifications section status updates to show the configuration as complete.

Result

Employees receive email notifications based on the activated and configured templates. The notifications use AI-native branding and trigger based on the specified conditions for Service Catalog and IT Service Management events. Employees receive fewer, clearer, better-branded email notifications at the moments that matter.