Change email notifications

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Change Email Notifications

    ServiceNow provides email notifications to alert users about updates to Operational Technology (OT) change requests and change tasks. These notifications ensure timely communication to relevant users and groups when key events occur, such as assignments, comments, approvals, or status changes.

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    Notifications for OT Change Requests

    Email alerts are triggered by specific changes to OT change requests. Notifications are sent to assigned users, assignment groups, requesters, or watchers depending on the event:

    • Change Assigned to Me: Sent when the "Assigned to" field is updated and not empty; notifies the individual assigned to the change request.
    • Change Assigned to My Group: Sent when the "Assignment group" field is updated and not empty; notifies the entire assignment group.
    • Change Commented: Sent when comments are added to the change request; notifies requester and watchers.
    • Change Worknoted: Sent when work notes are added; notifies work note list, assigned users, and assignment groups.
    • Change Approved/Rejected: Sent when the change request is approved or rejected; notifies assigned users and groups.
    • Change On Hold/Off Hold: Sent when the change request is put on hold or resumed; notifies the requester with reasons and updated status.

    Each notification includes key details such as change request number, short description, links to the request, site, OT device, equipment model entity, and relevant comments or notes.

    Notifications for OT Change Tasks

    Similar notifications are sent for OT change tasks to ensure task assignees and groups stay informed:

    • Change Task Assigned to Me: Alert when the "Assigned to" field changes; sent to the individual assigned.
    • Change Task Assigned to My Group: Alert when the "Assignment group" field changes; sent to the assignment group.
    • Change Task Worknoted: Sent when work notes are added; notifies work note list, assigned users, and assignment groups.

    Notifications contain the change task number, short description, direct links, site, OT device, equipment model entity, description, and any added work notes.

    Practical Benefits for ServiceNow Customers

    • Ensures prompt communication about OT change requests and tasks, reducing delays.
    • Keeps the right users and groups informed of assignments, comments, approvals, and status changes.
    • Provides direct links and relevant context in each email to facilitate quick access and response.
    • Helps maintain audit trails and transparency during OT change management processes.

    Use email notifications to alert users when an Operational Technology (OT) change request or a change task is updated.

    The notifications for OT change requests and change tasks are listed in the following tables.
    Table 1. OT change request email notifications
    Name When to send Who receives it What it contains
    Change assigned to me When the Assigned to field changes and is not empty User who's assigned the change Subject: <Change request #> notification

    Body:

    Short Description: <Short description>

    Click here to view Change Request: <URL to the change request>

    Site: <Site name>

    OT Device: <OT device>

    Equipment Model Entity: <Equipment model entity>

    Description: <Description>
    Change assigned to my group When the Assignment group field changes and is not empty Assignment group Subject: <Change request #> has been assigned to group <assignment group>

    Body:

    Short Description: <Short description>

    Click here to view Change Request: <URL to the change request>

    Site: <Site name>

    OT Device: <OT device>

    Equipment Model Entity: <Equipment model entity>

    Description: <description>
    Change commented When the change request is commented
    • Requested By
    • Watch list
    		 Subject: <Change request #> comments added

    Body:

    Short description: <Short description>

    Click here to view Change Request: <URL to the change request>

    Comments: <Comments added to the change request>
    Change worknoted When a work note is added to the change request.
    • Work note list
    • Assigned to
    • Assignment group
    		 Subject: <Change request #> work notes added

    Body:

    Short description: <Short description>

    Click here to view Change Request: <URL to change request>

    Work Notes: <Work notes added to change request>
    Change approved When the change request is approved
    • Assigned to
    • Assignment group
    		 Subject: <Change request #> has been approved

    Body:

    Short Description: <Short description>

    Click here to view <URL to change request>

    Description: <Description>
    Change rejected When the change request is rejected
    • Assigned to
    • Assignment group
    		 Subject: <Change request #> has been rejected

    Body:

    Short Description: <Short description>

    Click here to view <URL to change request>

    Description: <Description>
    Change on hold When the change request is put on hold Requested By Subject: <Change request #> has been put on hold

    Body:

    Hello <user who created change request>,

    The <Change request #> you requested has been put on hold. The reason for the request being put on hold is: <Reason for change request being put on hold>

    Click here to view your change request: <URL to change request>
    Change off hold When the change request is taken off hold Requested By Subject: <Change request #> has been taken off hold

    Body:

    Hello <user who created change request>,

    The <Change request #> you requested has been taken off hold and is in the <Updated state field> state.

    Click here to view your change request: <URL to change request>
    Table 2. OT change task email notifications
    Name When to send Who receives it What it contains
    Change task assigned to me When the Assigned to field changes and is not empty Person who is assigned the change task Subject: <Change task #> notification -- <Short description>

    Body:

    Short Description: <Short description>

    Click here to view Change Task: <URL to change task>

    Site: <Site name>

    OT Device: <OT device>

    Equipment Model Entity: <Equipment model entity>

    Description: <Description>
    Change task assigned to my group When the Assignment group field changes and is not empty Assignment group Subject: Subject: <Change task #> notification -- <Short description>

    Body:

    Short Description: <Short description>

    Click here to view Change Task: <URL to change task>

    Site: <Site name>

    OT Device: <OT device>

    Equipment Model Entity: <Equipment model entity>

    Description: <Description>
    Change task worknoted When a work note is added to the change task
    • Work note list
    • Assigned to
    • Assignment group
    		 Subject: <Change task #> work notes added -- <Short description>

    Body:

    Short description: <Short description>

    Click here to view Change Task: <URL to change task>

    Work Notes: <Work notes added to change task>