Configure notifications for Simplified Change Management

Add and manage notifications for Change Management to keep users informed about approvals, status updates, and task assignments at key steps in the change process.

Before you begin

Role required: sn_itsm_chg_admin.notification_config

About this task

Notifications keep stakeholders informed at critical points in the change lifecycle such as when a change is submitted for approval, assigned, updated, or completed.

The following types of pre-configured notifications are available:

• Assignment and task notifications alert users when a change request or change task is assigned directly to them or to their group, ensuring the right people are aware of new work.
• Update notifications notify relevant parties when a change request or task receives a work note or comment, whether the record is assigned or unassigned, so no updates go unnoticed.
• Status and lifecycle notifications cover key state transitions, including when a change request is approved, rejected, put on hold, taken off hold, or when its state changes. Emergency change created and Unauthorized change created notifications flag high-priority situations requiring immediate attention.
• CAB notifications manage meeting logistics for CAB delegates and board members, covering meeting invitations, cancellations, and delegate additions so all participants have the information they need ahead of CAB reviews.
• Calendar notifications handle adding and removing change events from assignees' calendars, keeping schedules aligned with change activity.
• External and survey notifications inform stakeholders when an external change is registered in the system and prompt users to complete a survey on change completion.
• Approval notifications (Change approved, Change rejected) alert the assigned user of the final approval decision, supporting timely action on the change.

Procedure

1. From the header of your ServiceNow instance, navigate to All > Admin Home.
2. From the Manage your products section, select View product overview for IT Service Management.
3. On the Product Hub page for IT Service Management, from the Configure your product section, select Configure.
4. On the Configuration Console, from the left navigation panel, select ITSM fulfiller experience > Change Management > Notifications.

   The Notifications list displays the pre-configured change notifications based on change definitions, showing each notification's name, active status, category, email template, and trigger conditions.

5. To create a new notification, select Add a notification on the top-right corner of the list.
6. Fill in the following fields.

   Field	Action
   Name	Enter a descriptive name for the notification.
   Table	Select the table that triggers this notification. This field is required.
   Mandatory	Select if users cannot opt out of this notification.
   Category	Select a category to group the notification with related items.
   Allow Digest	Select to combine multiple updates for the same record into a single notification within a set time interval.

   Note:

   The notification is marked as active by default. To make it inactive, deselect the Active option.
7. On the When to send tab, define the trigger conditions.

   Field	Description
   Send when	Select under what condition that the notification is sent: When a record is inserted or updated When a particular event is fired When Notification step in Flow Designer
   Weight	[Required] Set a numerical value for the notification priority relative to duplicate notifications.
   Conditions	Use the condition builder to select the conditions under which this notification is sent.
   Inserted	Select the check box to enable email notification when a record is inserted. This field appears when you set the Send when field to Record inserted or updated.
   Updated	Select the check box to enable email notification when a record is updated. This field appears when you set the Send when field to Record inserted or updated.
   Event name	Select the event that triggers this notification. This field appears when you set the Send when field to Event is fired.
   Advanced condition	Create a script to perform certain actions, like sending a notification based on the current email record, changing field values, or changing system properties.

8. Select the Who will receive tab and configure the notification recipients, such as users, groups, or subscribers.
9. Select the What it will contain tab and configure the email template and message body content.
   For more information on creating notifications, see Create an email notification.
10. Select Submit.
11. On the Notifications landing page, select Mark as configured to save your settings and mark this step as complete.

    To revert changes made in the current session before saving, select Undo.

    As an alternative to the form-based wizard, you can also complete this configuration through the Configure with Now Assist conversational flow, accessible from the banner at the top of the page.

    Note:

    To deactivate a low-value notification without deleting it, locate it in the Notifications list and set its Active field to false. Deactivated notifications remain in the list and can be reactivated at any time.

Result

The notification is saved and appears in the Notifications list. It fires automatically whenever the defined conditions are met.