System and custom notification and delivery channel preferences in Next Experience

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of System and custom notification and delivery channel preferences in Next Experience

    This feature in the Next Experience release enables ServiceNow customers to manage and customize their notification preferences comprehensively. Users can control both system and custom notifications, dictate how and when they receive alerts, and manage delivery channels such as email, SMS, push notifications, instant messaging, and voice. This functionality enhances the user experience by allowing precise control over notification content, timing, and delivery methods.

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    Key Features

    • System Notifications: Alerts about record changes relevant to the user. Users can search, filter, enable/disable notifications globally or individually, and set delivery schedules for each channel.
    • Custom Notifications: Users can subscribe to, create, and customize notifications by adding conditions to focus on important alerts. Similar management options for enabling, disabling, and scheduling apply.
    • Delivery Channels: Users can enable or disable channels like email, SMS, instant messaging, and voice. They can also create, edit, or delete channels (note: only admins can delete channels). Scheduling controls when notifications are received through each channel.

    Important Considerations

    • Custom notifications in Next Experience do not support notifications requiring a related affected record; these must be managed in the Core UI.
    • Subscription-based notifications are not domain aware and cannot support domain-specific settings.

    Practical Actions for Customers

    • Set or modify notification preferences at global or individual notification levels to tailor your alert experience.
    • Create custom notifications to subscribe to alerts specific to your needs and apply conditions to refine their delivery.
    • Manage delivery channels by adding new channels or editing existing ones to define how and when you receive notifications.
    • Delete custom notifications when they are no longer needed to keep your notification list relevant and manageable.

    You can manage and set your own notification preferences, including customized notifications and channels for receiving them.

    With notification preferences, you can control the system notifications and custom notifications that you receive and apply conditions to restrict notification delivery and choose how the notifications are delivered to you.

    You can also search for notifications under both system and custom notifications.

    System notifications

    System notifications alert you of record changes that might concern or interest you. You can be notified via email, SMS text messages, push notifications, or messaging applications.

    With system notifications, you can:
    • Set your preferences for specific notifications by searching in the list of your notifications or by filtering them by category.
    • Set preferences at a global level.
    • Easily enable or disable all notifications or individual notifications.
    • Add or modify a notification schedule for individual delivery channels for each system notification.
    • Set a schedule for all notifications, individual system notifications, or delivery channels.

      For more information, see Apply notification conditions

    Custom notifications

    A custom notification is a system notification that you can subscribe to and customize by adding conditions.

    With custom notifications, you can:
    • Search for a specific notification in the list of your notifications to be able to set your preferences for that notification.
    • Create and modify custom notifications, which are subscriptions to notifications that are important to you.
    • Set preferences at a global level.
    • Easily enable or disable all notifications or individual notifications.
    • Enable or disable notification channels.
    • Add or modify a notification schedule for individual delivery channels for each system notification.
    • Set a schedule for all notifications, individual system notifications, or delivery channels.

      For more information, see Apply notification conditions

    Note:

    Custom notifications for Next Experience do not support notifications that require a related affected record. For these notifications, you have to set the preference in the Core UI. For more information, see Setting notification preferences in Core UI.

    Note:
    Subscription-based notifications are not domain aware and cannot support domain-specific settings.

    Delivery Channels

    Delivery channels is a list of your chosen channels such as email, SMS, instant message and voice channels for receiving notifications.

    With Delivery Channels, you can:
    • Enable or disable a particular channel for receiving notifications.
    • Create, edit, or delete notification channels for instant messages, email, SMS, and voice.
      Note:
      Only admins can delete channels from the cmn_notif_device table.
    • Choose how notifications are delivered.
    • Set a schedule for the record in the channel and apply to the notifications you want to receive.