Recipients lists

Release version: Zurich

Updated July 31, 2025

2 minutes to read

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Summary of Recipients lists

Recipients lists in ServiceNow Zurich release are used to manage account or consumer information for creating child cases under a major case. Managers can select a recipients list in the Affected Customers field on the Major Case form and create child cases for each account or consumer in the list. Once child cases are created, the Affected Customers field becomes read-only.

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Creating and Managing Recipients Lists

Recipients lists are created via the Targeted Communications application, which allows managers to choose the list type (accounts or consumers for major cases) and creation method, such as file uploads, dynamic conditions, or scripts. These lists are type-specific and cannot mix accounts and consumers.

The Major Issue Management plugin requires the Targeted Communications plugin. If both Targeted Communications and Customer Service Management are active, lists can include accounts, contacts, and consumers; otherwise, only internal users or limited types are available.

Manual Editing and Refreshing

Managers can manually add or remove recipients using the Recipients List form. Records show whether they were dynamically added (via conditions or scripts) or manually added (via edit or file upload). The Active Communication flag indicates if a recipient requires active communication and defaults to true.

Refreshing a recipients list updates dynamically generated records according to conditions but does not affect manually added records. Removing a manually added record keeps it removed after refresh unless it meets dynamic criteria. The Active Communication status remains unchanged when refreshing. Lists created by file upload do not require refreshing.

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. Selecting 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 can’t 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, selecting 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 the recipient requires active communication.

Refreshing a recipients list

Refresh a recipients list by selecting 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 doesn’t impact manually created records.
If you remove a manually created record from a recipients list, it doesn’t 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 doesn’t change when a recipients list is refreshed.
If created using the Upload File method, you don’t need to refresh the recipients list.