Notification content

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

    This feature in ServiceNow's Zurich release enables you to create and send notifications via email, push, and SMS directly to employees. Notifications can be sent individually or as part of campaigns, enhancing communication and engagement within your organization.

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    Key Features

    • Plugin Activation: Begin by activating the Notify [com.snc.notify] plugin to enable notification capabilities.
    • System Properties Configuration: Several system properties control SMS notification behavior, including limits on queued events, users per event, recipients per content delivery, and SMS message concatenation. These settings help manage volume and message size efficiently.
    • SMS Concatenation Support: SMS messages can be linked up to 10 times the standard length, but this affects costs and depends on provider support.
    • Integration with SMS Providers: Configure notifications to work with an SMS service provider or set up a Twilio account for sending SMS messages.
    • Notification Content Creation: Create and map email, SMS, or push notification content to campaigns (Content Experiences) for targeted delivery.
    • Scheduling and Campaign Management: Schedule notifications and manage campaign audiences with automated jobs that update recipients and send messages on a recurring basis (typically hourly).

    Practical Use and Management

    • Scheduled Jobs: Key scheduled jobs handle sending SMS notifications for campaigns and Content Delivery, updating campaign audiences by adding/removing employees based on criteria, and managing sent email records.
    • Scalability Controls: System properties allow you to tailor the volume and frequency of notifications to balance performance, cost, and user reach.
    • Cost Awareness: Be mindful that longer concatenated SMS messages incur proportionally higher charges.

    What You Can Expect

    By configuring notification content and campaigns following these guidelines, you can efficiently engage employees through multiple channels, automate audience management, and ensure timely delivery of messages. This improves communication effectiveness and operational workflows within your ServiceNow environment.

    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.