Notification content

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Notification content

    ServiceNow's Notification content feature enables you to create and send email, push, and SMS notifications directly to your employees. These notifications can be standalone messages or part of broader campaigns to effectively engage your workforce through multiple communication channels.

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    Key Features

    • Multi-channel notifications: Supports email, push, and SMS messaging to reach employees via their preferred communication method.
    • Campaign integration: Notifications can be mapped and scheduled as part of campaigns (Content Experiences) for targeted and timely communication.
    • SMS configuration and limits: System properties allow you to control SMS notification behavior, including maximum queued campaign events, users per event, and recipients per notification. SMS concatenation is supported up to 10 linked messages, with consideration for provider support and cost implications.
    • Service provider integration: Supports configuration with SMS service providers or Twilio accounts to enable SMS delivery.
    • Scheduled jobs: Includes automated jobs to send SMS notifications, update campaign audiences by adding or removing users based on criteria, and manage content delivery efficiently.

    Practical Steps for ServiceNow Customers

    • Activate the Notify plugin (com.snc.notify) to enable notification functionalities.
    • Configure relevant system properties to manage SMS limits and concatenation behavior.
    • Set up integration with an SMS service provider or Twilio to deliver SMS messages.
    • Create notification content tailored for email, push, or SMS channels.
    • Map SMS notification content to campaigns to organize and schedule delivery effectively.
    • Schedule and monitor the execution of system jobs responsible for sending SMS notifications and managing campaign audiences.

    Expected Outcomes

    By following these steps, you can ensure reliable, scalable, and cost-effective delivery of notifications across multiple channels. This enhances employee engagement by delivering timely messages and maintaining up-to-date campaign audiences. Proper configuration also helps manage SMS message lengths and delivery costs.

    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.