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    Home Paris Now Platform Capabilities Now Platform capabilities Notifications System notifications Email and SMS notifications

    Email and SMS notifications

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    Email and SMS notifications

    Use email notifications to send selected users email or SMS notifications about specific activities in the system, such as updates to incidents or change requests.

    Email notifications allow administrators to specify:
    • When to send the notification
    • Who receives the notification
    • What content is in the notification
    • Whether the notification can be delivered in an email digest and if so, the digest content

    Additional email notification options are available. Users can subscribe to notifications, and administrators can make some notifications mandatory.

    Administrators also have the option of converting existing email notifications to a rich HTML format. This format provides several advantages, including:
    • Raw HTML content is converted into a WYSIWYG format.
    • The content can be edited in a feature-rich HTML editor.
    • Mail scripts are condensed into a single, easy-to-read line that can be reused in multiple email notifications.
    • To prevent broken links, items like images and incidents, that are linked with URLs relative to an instance are converted to absolute links. For example, if an incident is linked using a relative URL, the link is converted to an absolute link.
    Note: The rich HTML format is the default for all new email notifications.
    Note: Instances cannot send or receive encrypted email messages. The system strips out the body of the encrypted email because it cannot process the encrypted content in plain text or HTML.

    An email notification can also send as an SMS notification if the recipient has subscribed to the notification on an SMS channel. The system uses the subject line of the email notification and converts it to an SMS message. If the administrator doesn't want to use the email notification subject for the SMS notification, they can define an alternate SMS message in the email template form or email notification form. For more information, see Create an email notification.

    For more information on creating an SMS channel, see Create notification channels.

    If you want to change how the instance processes incoming email, see Inbound email actions. See System email log and mailboxes for examples of messages the system displays when notifications or inbound email actions are not processed.

    • Create notification categories

      You can create notification categories to identify and group related notifications that are listed in the notification settings for your users.

    • Create an email notification

      Creating an email notification involves specifying when to send it, who receives it, what it contains, and if it can be delivered in an email digest.

    • Email templates

      Email templates enable administrators to create reusable content for the subject line and message body of email notifications.

    • Email layouts

      Create reusable content for the message body of email templates.

    • Email retention

      You can archive and eventually destroy email messages that you no longer need or if your Email table is excessively large.

    • Watermarks on notification emails

      By default, the system generates a watermark label at the bottom of each notification email to allow matching incoming email to existing records. Each watermark includes a random 20-character string that makes it unique.

    • Email digests

      An email digest is a single email that summarizes the activity for a selected notification and its target record during a specified time interval. You can enable an email digest to reduce the number of notifications received when frequent updates to the associated record occur within a short time period.

    • Domain separation and Notifications

      This is an overview of domain separation and the Notifications application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.

    • Troubleshooting notification emails

      Logs and diagnostics are provided to help determine whether notification emails are being sent and received successfully, what any issues are, and who receives the email.

    Related concepts
    • Push notifications
    • Subscription-based notifications
    • Notifications in messaging applications

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      Email and SMS 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

      Email and SMS notifications

      Use email notifications to send selected users email or SMS notifications about specific activities in the system, such as updates to incidents or change requests.

      Email notifications allow administrators to specify:
      • When to send the notification
      • Who receives the notification
      • What content is in the notification
      • Whether the notification can be delivered in an email digest and if so, the digest content

      Additional email notification options are available. Users can subscribe to notifications, and administrators can make some notifications mandatory.

      Administrators also have the option of converting existing email notifications to a rich HTML format. This format provides several advantages, including:
      • Raw HTML content is converted into a WYSIWYG format.
      • The content can be edited in a feature-rich HTML editor.
      • Mail scripts are condensed into a single, easy-to-read line that can be reused in multiple email notifications.
      • To prevent broken links, items like images and incidents, that are linked with URLs relative to an instance are converted to absolute links. For example, if an incident is linked using a relative URL, the link is converted to an absolute link.
      Note: The rich HTML format is the default for all new email notifications.
      Note: Instances cannot send or receive encrypted email messages. The system strips out the body of the encrypted email because it cannot process the encrypted content in plain text or HTML.

      An email notification can also send as an SMS notification if the recipient has subscribed to the notification on an SMS channel. The system uses the subject line of the email notification and converts it to an SMS message. If the administrator doesn't want to use the email notification subject for the SMS notification, they can define an alternate SMS message in the email template form or email notification form. For more information, see Create an email notification.

      For more information on creating an SMS channel, see Create notification channels.

      If you want to change how the instance processes incoming email, see Inbound email actions. See System email log and mailboxes for examples of messages the system displays when notifications or inbound email actions are not processed.

      • Create notification categories

        You can create notification categories to identify and group related notifications that are listed in the notification settings for your users.

      • Create an email notification

        Creating an email notification involves specifying when to send it, who receives it, what it contains, and if it can be delivered in an email digest.

      • Email templates

        Email templates enable administrators to create reusable content for the subject line and message body of email notifications.

      • Email layouts

        Create reusable content for the message body of email templates.

      • Email retention

        You can archive and eventually destroy email messages that you no longer need or if your Email table is excessively large.

      • Watermarks on notification emails

        By default, the system generates a watermark label at the bottom of each notification email to allow matching incoming email to existing records. Each watermark includes a random 20-character string that makes it unique.

      • Email digests

        An email digest is a single email that summarizes the activity for a selected notification and its target record during a specified time interval. You can enable an email digest to reduce the number of notifications received when frequent updates to the associated record occur within a short time period.

      • Domain separation and Notifications

        This is an overview of domain separation and the Notifications application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.

      • Troubleshooting notification emails

        Logs and diagnostics are provided to help determine whether notification emails are being sent and received successfully, what any issues are, and who receives the email.

      Related concepts
      • Push notifications
      • Subscription-based notifications
      • Notifications in messaging applications

      Tags:

      Feedback

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