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1. How to Configure Notifications in ServiceNow ServiceNow is a powerful platform for IT service management (ITSM), providing extensive notification capabilities that keep users informed about key events and updates. Configuring notifications in ServiceNow ensures stakeholders receive timely alerts regarding incidents, approvals, changes, and other critical processes. This article provides a comprehensive guide on configuring notifications in ServiceNow, covering key aspects such as notification types, configuration steps, best practices, and troubleshooting. 1. Understanding Notifications in ServiceNow Notifications in ServiceNow serve as automated messages sent to users when specific conditions are met. They can be delivered via: the ServiceNow Course Online  Email– The most common notification method.  SMS– Used for urgent alerts.  Push Notifications– Sent to mobile devices using the ServiceNow mobile app.  Event-driven Messages– Triggered by system events. ServiceNow provides out-of-the-box (OOTB) notifications that can be customized or extended to meet business requirements. 2. Types of Notifications in ServiceNow ServiceNow supports different notification mechanisms: A. Email Notifications

2.  Sent when predefined conditions are met.  Can include dynamic fields, links, and attachments. B. Push Notifications  Delivered through the ServiceNow mobile app.  Used for real-time updates and approvals. C. SMS Notifications  Configured through SMS gateways like Twilio.  Useful for high-priority alerts. D. Event-driven Notifications  Triggered by events like record updates, workflow progress, or custom scripts. 3. How to Configure Email Notifications in ServiceNow Step 1: Navigate to the Notification Module 1.Log in to ServiceNow. 2.In the Application Navigator, search for "Notifications" under the System Notification module. 3.Click Create New to configure a new notification. Step 2: Define Basic Notification Settings 1.Name: Give your notification a meaningful name. 2.Table: Select the table (e.g., Incident, Change, Request) to which the notification applies. ServiceNow Training 3.Active: Ensure the notification is enabled. Step 3: Set the When to Send Conditions 1.Choose when the notification should be sent: oInsert: Sent when a new record is created. oUpdate: Sent when an existing record is modified. oDelete: Sent when a record is deleted. 2.Add conditions to define specific triggers (e.g., when an incident is assigned to a user). Step 4: Define Recipients 1.Select Who will receive the notification: oUsers in specific roles (e.g., ITIL users, approvers). oUsers referenced in a field (e.g., Assigned To, Caller). oSpecific email addresses. Step 5: Customize the Email Content

3. 1.Define the subject line with dynamic fields (e.g., ${number} for ticket numbers). 2.Compose the email body using HTML or plain text. 3.Use Notification Variables like: o${sys_created_by}– The user who created the record. o${state}– The current state of the record. 4.Add attachments or inline images if needed. Step 6: Test and Activate the Notification 1.Use the Test Notification feature to send a sample email. 2.Verify the format and content. ServiceNow Online Training 3.Click Save & Activate to enable the notification. 4. Configuring Push Notifications in ServiceNow To configure push notifications: 1.Navigate to System Mobile > Push Notifications. 2.Click New to create a push notification. 3.Select the Application and User Criteria. 4.Set conditions to trigger the notification. 5.Customize the Title and Message. 6.Save and activate the push notification. 5. Configuring SMS Notifications in ServiceNow 1.Go to System Notification > SMS Messages. 2.Create a new SMS notification. 3.Configure when to send and recipient conditions. 4.Set up an SMS Gateway (e.g., Twilio, Nexmo). 5.Define the SMS message content. 6.Save and activate the SMS notification. 6. Configuring Event-driven Notifications Step 1: Define an Event 1.Navigate to System Policy > Events > Registry. 2.Click New and register a new event (e.g., "incident.assigned"). 3.Provide a name and table reference. ServiceNow Course Online Step 2: Trigger the Event in a Business Rule 1.Go to System Definition > Business Rules. 2.Create a new Business Rule and set conditions. 3.Use gs.eventQueue(‘event_name’, current, user); to trigger the event. Step 3: Link Event to Notification

4. 1.Go to System Notification > Email > Notifications. 2.Create a new notification and select Trigger by event. 3.Choose the previously created event. 4.Configure email content and recipients. 5.Save and activate the notification. 7. Best Practices for Notification Configuration  Use Filters and Conditions Wisely: Avoid unnecessary notifications that could overwhelm users.  Leverage Notification Templates: Reuse templates for consistency.  Personalize Notifications: Use dynamic fields and conditional logic.  Test Before Deployment: Ensure correct formatting and data before activating.  Optimize Email Performance: Avoid excessive attachments and long messages.  Monitor Notification Logs: Check the Outbound Email Logs for errors. 8. Troubleshooting Notification Issues A. Notification Not Being Sent?  Verify that the notification is active.  Check conditions and event triggers.  Ensure that the recipient has valid contact details. B. Email Not Received?  Check the Email Log (System Mail > Outbound) for errors.  Ensure SMTP configuration is correct. ServiceNow Institute  Verify if the email landed in spam/junk folders. C. SMS Not Delivered?  Validate the SMS Gateway configuration.  Ensure the phone number format is correct. D. Push Notification Not Working? Check the mobile device settings for push notification permissions. Verify the user’s subscription to push notifications. Conclusion Configuring notifications in ServiceNow is crucial for automating communication and keeping users informed. By following best practices and troubleshooting common issues, organizations can optimize notifications for better engagement and efficiency. By leveraging email, SMS, push, and event-driven notifications, businesses can ensure that users receive timely alerts, improving responsiveness and productivity within ServiceNow.

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