ServiceNow Email Notification

Wed March 18, 2020 03:40 AM

Summary:

This article describes the step-by-step process of How to Configure "ServiceNow Email Notification". Use ServiceNow Notifications to manage system email, create system notifications, and configure how your system responds to inbound email. More information can be found on the link: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/notification/reference/notifications.html

Prerequisites:

The user needs to have a working ServiceNow Tenant.
Working webMethods.io integration cloud tenant.

Steps:

1. Login into your ServiceNow tenant & in the search bar type “notifications”. Now click on the “Notifications” option under the System Notification. Then click on the “New” button, to create the new notification.

2. Now provide the “Name” for the Notification, for the “table” option choose “Incident[incident]” from the drop-down. Now in the “When to send” tab checkmark on the “updated” & “Inserted” boxes (Basically, It will trigger the notification whenever a new incident is Inserted or updated). In this example, we have set the Notification for the table = Incident[incident]. User can set the notification for any available table, based on his use case.

3. Next tab is “Who will receive”, here the user can assign the various user based on his needs, But in this example, let choose the “System Admin” to receive the notifications. So, in the search bar search for the “system admin” and once the right option appears to choose the user and then click on the “lock button” to save the selected user.

4. The next tab is “What will contain”, in this tab user can set the Email messages to the respective user and admins with the Appropriate message body. It will trigger the mail to the respective user’s & admins, whoever monitoring the tables. So, provide the “subject” for the email & also provide the email body that contains some messages. Now save the entire settings.

Note:- After doing these Notification settings, check for the below-mentioned properties as well. Mail will trigger only once you have the below-mentioned properties set properly.

5. Now, in the search bar, search for the “email properties”. Now click on the “Email Properties” under the System properties. Now Checkmark on the “Email sending enabled” & “Email receiving enabled” options if it's not checked. & click on the save button.

6. Another checkpoint is to check for the User, who is going to receive the Notifications. So, go to the search bar again & search for the “sys_user.LIST”. It will open a new window, that contains all the Users Listed.

7. As we have chosen the Admin in our initial Notification set up in the Above steps. So, click on the admin and look for its configurations.

8. Now, check for the email address is mentioned for the admin or not. Please provide the Valid email address & click on the “save” button.

9. Now, again return into the search & search for the “email”. Choose the “Emails” under the “System Logs”. This part will so, all the email logs that will trigger the creation of incidents. Currently, the logs are empty as we haven’t created any incident, so the notification doesn’t trigger.

10. Now login to the webMethods.io environment & choose the ServiceNow app from the app menu.

11. Select the latest version for the connector, for this example, we choose the “Kingston version” of ServiceNow & choose the action “create incidents”. Now select the connection and click on the “next” button.

12. Now, we need to fill some details on the next page. Fill the fields like- “description”, “comments” & “sys_id”. & click on the “test” button.

Description:- Any description

Comments:- Any comments.

Sys_id:- Required sys_id for the user, that we have set for the Notification.

13. Now see the below connector response. As we have successfully created the new incident from the connector.

14. Now repeat the steps mentioned on the “step9”. Check for the email logs. Earlier before creating the notification, the logs where empty. But now again visit the email logs page. You will see the new set of emails & notifications triggered after creating the new incidents.