email-notifications

Email Notifications for ServiceNow

ServiceNow notifications are triggered by events and send emails, SMS, or other alerts to users.

Notification Components

Component	Table	Purpose
Notification	sysevent_email_action	Main notification record
Email Template	sysevent_email_template	Reusable email layouts
Event	sysevent	Triggers notifications
Event Registration	sysevent_register	Defines custom events
Email Script	sys_script_email	Dynamic content scripts

Creating Notifications

Basic Notification Structure

Notification: Incident Assigned
├── When to send
│   ├── Table: incident
│   ├── When: Record inserted or updated
│   └── Conditions: assigned_to changes AND is not empty
├── Who will receive
│   ├── Users: ${assigned_to}
│   └── Groups: (optional)
├── What it will contain
│   ├── Subject: Incident ${number} assigned to you
│   ├── Message: HTML body with ${field} references
│   └── Email Template: (optional)
└── Advanced
    ├── Weight: 0 (priority)
    └── Send to event creator: false

Notification Conditions

// Simple field conditions
assigned_to CHANGES
priority = 1
state = 6  // Resolved

// Script condition (ES5 only!)
// Returns true to send, false to skip
(function() {
    // Only notify for VIP callers
    var caller = current.caller_id.getRefRecord();
    return caller.vip == true;
})()

// Advanced condition with multiple checks
(function() {
    // Don't notify on bulk updates
    if (current.sys_mod_count > 100) return false;

    // Only for production CIs
    var ci = current.cmdb_ci.getRefRecord();
    return ci.used_for == 'Production';
})()

Email Templates

Template Variables

<!-- Field references -->
${number}
<!-- Direct field value -->
${caller_id.name}
<!-- Dot-walked reference -->
${opened_at.display_value}
<!-- Display value -->

<!-- Special variables -->
${URI}
<!-- Link to record -->
${URI_REF}
<!-- Reference link -->
${mail_script:script_name}
<!-- Include email script -->

<!-- Conditional content -->
${mailto:assigned_to}
<!-- Mailto link -->