Recipients lists

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Recipients Lists

    Recipients lists in ServiceNow Yokohama release enable targeted communications by defining who can view published articles on the Customer or Consumer Service Portal and optionally receive email notifications. These lists can include internal users, customers, accounts, contacts, and consumers. They are also utilized by the Major Issue Management application to generate child cases for major incidents.

    Show full answer Show less

    Creating Recipients Lists

    You can create recipients lists using three main methods:

    • User Import: Import contact, account, consumer, or internal user data from supported file types (xls, csv for contacts; xls for others). The system validates and matches records based on key attributes like sysid, email, account number, and prevents duplicates.
    • Dynamic Lists: Define recipient lists based on selected conditions dynamically.
    • Scripting: Use scripts to generate recipient lists by producing arrays of sysid for supported entities (contact, account, consumer, internal user). Scripts are enabled via the Recipients List form.

    Key Details on Imports and Matching

    • For contacts, the system imports only existing accounts and contacts, checking sysid first, then email address to match records.
    • For accounts, matching uses sysid and account number, rejecting unmatched records.
    • For consumers and users, matching is based on sysid or email address.
    • Column names in import files are case sensitive (e.g., sysid, number, email).

    Maintenance and Updates

    Administrators can manage a scheduled job called "Targeted Communications Refresh recipient list" that updates active published articles by adding new recipients to existing lists. Newly added recipients receive email notifications and portal access to the articles.

    Practical Benefits for ServiceNow Customers

    • Enables precise targeting of communications to relevant users and stakeholders.
    • Supports multiple methods to build recipient lists, allowing flexibility based on data sources and requirements.
    • Ensures data integrity and avoids duplicates through robust matching logic during imports.
    • Facilitates automated updates ensuring recipients remain current without manual intervention.

    Create the recipients list for a targeted communications that can include internal users, customer, accounts, contacts, and consumers. You can create the recipient list using the methods of user import, dynamic lists, or scripting.

    When an article is published, the recipients on this list can view the article on the Customer or Consumer Service Portal. Recipients can also receive optional email notifications.

    Recipients lists are also used by the Major Issue Management application to create child cases for a major case.

    Recipients lists are created in the following ways:
    • By creating a list of imported users.
    • By creating a dynamic list based on selected conditions.
    • By creating a script.

    Recipients lists can have both dynamically generated and manually added records of the same type.

    The system administrator can manage a scheduled job to refresh recipient lists. This scheduled job, Targeted Communications Refresh recipient list, adds new recipients to each of the active published articles. The new recipients receive email notification of the article and are granted access to view the article on the portal.

    Create a recipient list by importing contact information

    Create a recipient list by importing contact information. For contacts, supported file types include xls and csv.

    Multiple files can be imported into the same recipient list, with new recipients appended to the recipient list file. The system checks that the accounts and contacts exist in the system and only imports those that exist. Duplicate entries are not created. At the end of the import process, the system displays a status with the number of records imported and rejected.

    The system uses the sys_id and the email address attributes to match contacts. It first looks for a matching sys_id match. If not found, it then looks for a matching email address. If neither are found, the record is rejected.

    Create a recipient list by importing account, consumer, or internal user information

    Create a recipient list by importing account, consumer, or internal user information. The supported file type is xls.

    The system uses the following attributes to match the imported records:
    • Account: Uses the sys_id and the account number. Attempts to match the sys_id. If not found, then attempts to match using the account number. If neither are found, the record is rejected.
    • Consumer and User: Uses the sys_id or the email address. Attempts to match the sys_id. If not found, then attempts to match the email address. If neither are found, the record is rejected.
    Note:
    Column names are case sensitive. For example, use sys_id and number for accounts and email for consumers and users.

    Create a recipient list using a script

    Create a recipient list using a script with these supported entities: contact, company/account, consumer, and internal user. The output of the script is an array of sys_ids of the corresponding entity. After creating the recipient list, the system shows the total number of records identified, added to the list, and rejected.

    To create a recipient list using a script, select Dynamic Condition in the Method field on the Recipients List form and enable the Show Script check box. Then create your script in the Script field.