Create an email notification

Creating an email notification involves specifying when to send it, who receives it, and what it contains.

Before you begin

Role required: admin

About this task

Note: If you do not see all the fields on the form, switch to the Advanced view.

Procedure

  1. Configure email properties to enable your instance to send and receive email.
  2. Navigate to System Notification > Email > Notifications.
  3. Click New.
  4. Fill in the fields at the top of the Email Notifications form, as appropriate (see table).
    Identifying the notification
    Field Description
    Name Enter a unique name for the email notification. Descriptive names help identify the purpose of the email notification. For example, Incident Opened & Unassigned.
    Table Select the database table to link the notification to, for example Incident [incident].
    Attention: Do not select the Task [task] table. This table is for extending other tables. Notifications that run on the Task table directly are not supported.
    Note: Only tables and database views that are in the same application scope appear in the list.
    Type Select the type of notification you are creating: EMAIL or Meeting Invitation.
    Active Select the check box to enable the email notification.
    Description Type a description for this notification.
  5. Fill in the fields on the When to send tab (see table).
    Specifying when to send the notification
    Note: If the same trigger generates multiple notifications, the system only sends one notification. The system considers all other notifications, even if they have a different subject and body, as duplicates. The Ignore Duplicates business rule controls this functionality.
    Field Description
    Send when Select under what condition the notification is sent: when a record is inserted or updated or when a particular event is triggered.
    Weight [Required] Set a numerical value for the notification priority relative to other notifications with the same target table and recipients. The system only sends the notification with the highest weight. All other notifications are moved from the Outbox to the Skipped mailbox. The default value 0 causes the system to always send the notification (assuming the conditions are met).

    For example, suppose that a service desk agent adds a comment to an incident and shortly thereafter closes it. By default, these actions trigger both the Incident commented and Incident Closed notifications.

    However, both notifications are from the Incident table and also notify the incident caller. The system only sends the notification with the highest weight, which in this case is the Incident Closed notification.

    Note: The SMTP Sender scheduled job determines how often to send email. By default, this job runs every minute.
    Conditions Use the condition builder to select the conditions under which this notification is sent. For example, select Priority > greater than > 3 - Moderate to send the notification only for High and Critical priority incidents.
    Inserted Select the check box to enable email notification when a record is inserted. This field is visible only when the Send when field has been set to Record inserted or updated.
    Updated Select the check box to enable email notification when a record is updated. This field is visible only when the Send when field has been set to Record inserted or updated.
    Event name Select the event that triggers this notification. This field is visible only when the Send when field has been set 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.

    The advanced condition script must return true or set a global answer variable to true to send the notification.

    The advanced condition script uses the following global variables:

    • current: contains the current record from the table to which the notification is linked.
    • event: contains the event that triggered the notification.
    Note: The Advanced condition field is evaluated in addition to other conditions you set on the notification. Both the condition and advanced condition must evaluate to true to send the notification.
  6. Fill in the fields on the Who will receive tab (see table).
    Tip: Consider limiting the recipient list of any notification to 1000 users. By default, if a notification has more than 100 intended recipients. The system creates multiple notification messages with up to 100 recipients each. If you want to change the recipient limit, set the system property glide.email.smtp.max_recipients.
    Specifying who receives the notification
    Field Description
    Users Select the users you want to receive the email notification. You can search for users with the reference lookup icon or manually add their email addresses. This list of users is static.
    Users/groups in fields Select users or groups from reference fields. For example, if a notification uses the Incident [incident] table, then you can select users or groups from incident fields like Opened by and Assignment group. This list of users or groups is variable and depends upon the values of the associated task record.
    Note: You can dot-walk to values in reference fields by clicking the plus sign in the field selector and then selecting the related field.
    Groups Select the groups you want to receive the email notification. You can search for groups with the reference lookup icon or by manually entering the group name. This list of groups is static.
    Exclude delegates Select this option to prevent the instance from sending email notifications to delegates of the users you selected.
    Send to event creator Select this check box to send the notification to the person who performed the action that started the notification process if the person is also a recipient. If the event creator is not specified in one of the recipient fields, the event creator does not receive a notification regardless of the setting in this field.

    For new notifications, this option is selected by default.

    If you want know why you may not be receiving certain email notifications, see the blog post Troubleshooting email notifications - Send to the Event Creator by a ServiceNow Technical Support Engineer in the ServiceNow Community.

    Event parm 1 contains recipient Select this check box if the event parameter 1 contains one or more email recipients (in a comma separated-list). This field is visible only when the Send when field is set to Event is fired.
    Event parm 2 contains recipient Select this check box if the event parameter 2 contains one or more email recipients (in a comma-separated list). This field is visible only when the Send when field is set to Event is fired.
    Subscribable Select this check box to allow all users to subscribe to this notification. See Subscription-based notifications for more information.
    Note: Do not enable this option for notifications that contain sensitive or protected data or where you want to restrict who can see it.
    Note: The system does not exclude recipients based on access controls. Recipients can receive email about records that they cannot normally access from the user interface. For example, requesters can receive email about incidents and catalog requests opened on their behalf even though they normally do not have access to these records. If a notification includes record details, verify that all recipients need these details. If the record contains sensitive or protected data, consider restricting the recipient list to just those users and groups who normally have access to it, and do not enable the Subscribable option.
  7. Fill in the fields on the What it will contain tab (see table).
    Specifying what the notification contains
    Field Description
    Email template If you want to reuse existing content, select an email template to add content to the email notification.
    Subject Enter the subject line for the email message. The subject can include variables from the Select variables column.
    Message HTML

    Enter the content of the email notification message. The message can include variables from the Select variables column.

    Variables map to column names available from the notification table, its parent tables, and reference tables. Use variables to include values from a record in the table such as an incident short description or comments and work notes.

    The Message HTML field is visible only if you set the content type to HTML and plain text or HTML only.

    To prevent adding extra <p> and <div>elements to your email notifications, see the blog post Extra line spacing with paragraph tags in email client by a ServiceNow employee in the ServiceNow Community.

    SMS alternate Enter the notification message to send to an SMS device. The SMS alternate message is limited to 140 characters.
    Importance Set the importance of the email message to low or high.
    Content type Select the content type for the email notification:
    • HTML and plain text
    • HTML only
    • Plain text only
    By default, HTML only is enabled.
    Include attachments Select this check box to send all attachments from the triggering record as email attachments.
    Omit watermark Use this check box to apply or remove the watermark attached to each email. Do not remove the watermark as a reply to an email without a watermark creates an incident rather than updating the incident the original email referred to. For more information, and an alternative way to hide watermarks, see Watermarks on notification emails.
    Message Text Enter the notification message to send in plain text. This field is visible only if you set the content type to HTML and plain text or Plain text only.
    From Enter the email address that you want the email notification to use in the From field. For example, helpdesk@yourcompany.com. The email must be in a valid format, otherwise a notification message appears near the field.
    Reply to Enter the email address you want people to use when replying to the email notification. For example, helpdesk@yourcompany.com. The email must be in a valid format, otherwise a notification message appears near the field.
    Push message only Select this option to send this notification only as a push notification to a mobile device. The Push Notification feature must be active.
    Push messages Associate one or more push messages with this notification. The Push Notification feature must be active.
  8. Click Submit.

What to do next

Images can be inserted into email notifications that were created in the Eureka release or that were converted to rich format using the HTML editor. The images can be stored in the image library in your instance, or they can be inserted as attachments.