How to Leverage Events for Custom E-mail Notifications

With e-mails being the main source of communication in today’s IT world, let’s look at a method for automating some of the real crucial ones by using Events in ServiceNow.

ServiceNow includes email functionality “out of the box”

Anyone who works in the IT field knows how essential e-mail is to keep in contact with customers and colleagues. Since it’s such a fundamental part of maintaining communication, ServiceNow has this functionality built-in to the platform using mail servers for both inbound (POP3) and outbound (SMTP) e-mails. In addition to that, a standard ServiceNow instance comes loaded with pre-configured notifications, events, mail scripts, and templates that are ready for use “out of the box” in a reliable and user-friendly way.

But what if your business requires a more elaborate process that addresses specific use cases?

This is where Events can be used to keep things reliable and efficient.

Example 1: A perfect example is within a Scheduled Job to trigger custom e-mail notifications at defined intervals.

For example, a Problem Manager may want to ensure that all ongoing problems are being reviewed and addressed daily or within a specified window before escalation occurs. This escalation can be in the form of a notification to the Problem Manager.

So, if you have an active problem that has not been updated in 5 days or even a week, a scripted scheduled job can be configured to check active problems and last updated time on a daily or weekly basis. Within the scheduled job, conditional logic can be scripted to check if a problem has not been updated within the escalation window, and trigger a notification if the condition is met.

The configuration steps are as follows:

  1. Create an Event within the registry that will be used to trigger the notification.
  2. Configure a custom notification with desired content, recipient, and the event that will set it off.
  3. Create a scripted Scheduled Job, include any conditional logic for escalation, and fire off the event if conditions are met.

Example 2: Another example is an Onboarding Request, which may require a notification be sent to HR following approval for new hire. Since this a custom notification, an Event can be used within the workflow to handle this specific use case. You simply add it following a new hire approval (events can be placed anywhere within the process flow) so it fires off the required custom notification to HR on time, every time.

It’s all about great user experience.

As you can imagine, there are a lot of benefits to using Events within ServiceNow. Flexible and simple to create, an Event can be used to handle just about any custom notification requirement. In the end, Events are an adaptable way of addressing specific business needs, increasing productivity, and creating great user experiences.

Contributor: Tachai Kiatathikom, Aptris Developer