Recipients lists

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Recipients Lists

    Recipients lists enable major issue managers and customer service managers to create child cases for a major case by utilizing account or consumer information. Managers can select a recipients list in the Affected Customers field on the Major Case form and create child cases for each entry in the list. Prior to creation, managers can modify the recipients list, but once child cases are created, the Affected Customers field becomes read-only.

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    Key Features

    • Creation of Recipients Lists: Utilizes the Targeted Communications application, allowing managers to create lists by uploading files, selecting dynamic conditions, or using scripts. Only accounts and consumers can be included in recipients lists for major cases.
    • Manual Editing: Managers can add or remove accounts or consumers directly from the Recipients List form, with a record indicating whether it was added dynamically or manually.
    • Refreshing Recipients Lists: Refreshing a recipients list updates dynamically generated records based on set conditions but does not affect manually created records unless they meet those conditions.

    Key Outcomes

    By effectively using recipients lists, ServiceNow customers can streamline the management of major cases, ensuring accurate communication with affected customers. This functionality enhances operational efficiency and ensures that all relevant accounts or consumers are addressed in case management processes.

    Use recipients lists that contain account or consumer information to create the child cases for a major case.

    Major issue managers and customer service managers can select the desired list in the Affected Customers field on the Major Case form. Clicking Create Child Cases then creates a child case for each account or consumer in the recipients list.

    Managers can change the recipients list before child cases are created. After child cases are created, the Affected Customers field becomes read only.

    Creating recipients lists

    Recipients lists are created using the Targeted Communications application. With this application, managers can select the type of list to create and the method used to create the list: by uploading files, selecting dynamic conditions, or using scripts.

    The Targeted Communications application creates several types of recipients lists, including accounts, contacts, consumers, and internal users. The recipients list for a major case must be of type accounts or consumers. Recipients lists are limited to one specific type and cannot contain mixed types, for example accounts and consumers.
    Note:
    The Major Issue Management plugin is dependent on the Targeted Communications plugin. If Targeted Communications is active, recipients lists can be created for internal users. If Targeted Communications and Customer Service Management are both active, recipients lists can also be created for accounts, contacts, and consumers.

    Manually editing a recipients list

    Major issue managers and customer service managers can manually add or remove accounts or consumers from a recipients list by navigating to the Recipients List form, clicking Edit in the Recipients related list, and then using the arrows to add or remove records.

    The Recipients related list includes the Dynamically Added column which displays either True or False, depending on how a record was added:
    • True for records that are dynamically generated, either by using the condition builder or by running a script.
    • False for records that are added manually, either by using the Edit button on the Recipients related list or by file upload.
    The Active Communication column is set to True by default for both dynamically and manually added records. This field indicates whether or not the recipient requires active communication.

    Refreshing a recipients list

    Refresh a recipients list by clicking Refresh Recipient List on the Recipients List form. For major issue management, the following guidelines apply to refreshing a recipients list:
    • Refreshing a recipients list does not impact manually created records.
    • If you remove a manually created record from a recipients list, it does not reappear when the list is refreshed unless it meets the dynamic conditions used to filter the list.
    • If you remove a dynamically generated record from a recipients list, it may reappear when the list is refreshed if it meets the dynamic conditions used to filter the list.
    • If the Active Communication field is set to false for a record, this setting does not change when a recipients list is refreshed.
    • If created using the Upload File method, you do not need to refresh the recipients list.