Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • IT Service Management
Table of Contents
Choose your release version
    Home Madrid IT Service Management IT Service Management Incident Management Incident configuration View incident notifications

    View incident notifications

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    View incident notifications

    You can view the incident notifications that are sent during specific events in an incident life cycle. These notifications are sent to various recipients including ESS and ITIL users.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to System Notification > Email > Notifications.
    2. Filter the list of notifications by [Table] [is] [incident].
    3. View the following list of default notifications for incidents.
      Note: To receive these notifications, the end user must have notifications enabled. For more information, see Subscription-based notifications.
      Incident notification name Description Conditions of notification
      Incident commented for ITIL Send notification to the ITIL user only each time the incident is commented upon. Enter a comment in the incident form and save.
      Incident Opened and Unassigned Send notification when an incident is opened but not assigned to any user.
      1. Subscribe a user to receive Incident Opened and Unassigned notifications.
      2. Create an incident without assigning it.
      Incident Closed Send notification to the caller when the incident is closed. Change the incident state to closed. Provide closed notes and close code.
      Incident inactive Send notification to the user the incident is assigned to and the assignment group when the incident becomes inactive.
      Note: This notification is inactive by default.
      1. Set the notification to active=true.
      2. Create an incident that matches the conditions in the SLA Inactivity monitor.
      3. Ensure that no activity is performed on the incident and the conditions do not change for the duration specified in the SLA Inactivity monitor.
      Incident Resolved Send notification to the caller when the incident is marked as resolved. Create an incident and change the incident state to resolved.
      Incident assigned to my group Send notification when the incident is assigned to the user group.
      1. Specify the Assignment group[assignment_group] in the incident.
      2. Leave the Assigned to [assigned_to] blank.
      Incident assigned to me Send notification when the incident is assigned to the user. Specify the Assigned to [assigned_to] details.
      Incident Escalated Send notification to appropriate users each time the incident is escalated to a value greater than the previous one.
      1. Subscribe a user to receive Incident Escalated notifications.
      2. Create an incident.
      3. Update the Escalation[incident.escalation] field to a value greater than the previous value.
      Incident commented Send notification each time the incident is commented upon to the notification subscriber only.
      1. Subscribe a user to receive Incident Commented notifications.
      2. Enter a comment in the incident form and save.
      Incident opened for me Send notification when the incident is opened on behalf of the user.
      1. Create an incident.
      2. Change caller id.
      Incident commented for ESS Send notification each time the incident is commented upon to the self-service user only. Enter a comment in the incident form and save.
    4. Click the notification name to view the details of the incident.
    Related topics
    • Create an email notification

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      View incident notifications

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      View incident notifications

      You can view the incident notifications that are sent during specific events in an incident life cycle. These notifications are sent to various recipients including ESS and ITIL users.

      Before you begin

      Role required: admin

      Procedure

      1. Navigate to System Notification > Email > Notifications.
      2. Filter the list of notifications by [Table] [is] [incident].
      3. View the following list of default notifications for incidents.
        Note: To receive these notifications, the end user must have notifications enabled. For more information, see Subscription-based notifications.
        Incident notification name Description Conditions of notification
        Incident commented for ITIL Send notification to the ITIL user only each time the incident is commented upon. Enter a comment in the incident form and save.
        Incident Opened and Unassigned Send notification when an incident is opened but not assigned to any user.
        1. Subscribe a user to receive Incident Opened and Unassigned notifications.
        2. Create an incident without assigning it.
        Incident Closed Send notification to the caller when the incident is closed. Change the incident state to closed. Provide closed notes and close code.
        Incident inactive Send notification to the user the incident is assigned to and the assignment group when the incident becomes inactive.
        Note: This notification is inactive by default.
        1. Set the notification to active=true.
        2. Create an incident that matches the conditions in the SLA Inactivity monitor.
        3. Ensure that no activity is performed on the incident and the conditions do not change for the duration specified in the SLA Inactivity monitor.
        Incident Resolved Send notification to the caller when the incident is marked as resolved. Create an incident and change the incident state to resolved.
        Incident assigned to my group Send notification when the incident is assigned to the user group.
        1. Specify the Assignment group[assignment_group] in the incident.
        2. Leave the Assigned to [assigned_to] blank.
        Incident assigned to me Send notification when the incident is assigned to the user. Specify the Assigned to [assigned_to] details.
        Incident Escalated Send notification to appropriate users each time the incident is escalated to a value greater than the previous one.
        1. Subscribe a user to receive Incident Escalated notifications.
        2. Create an incident.
        3. Update the Escalation[incident.escalation] field to a value greater than the previous value.
        Incident commented Send notification each time the incident is commented upon to the notification subscriber only.
        1. Subscribe a user to receive Incident Commented notifications.
        2. Enter a comment in the incident form and save.
        Incident opened for me Send notification when the incident is opened on behalf of the user.
        1. Create an incident.
        2. Change caller id.
        Incident commented for ESS Send notification each time the incident is commented upon to the self-service user only. Enter a comment in the incident form and save.
      4. Click the notification name to view the details of the incident.
      Related topics
      • Create an email notification

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login