How to Create Email Notifications in ServiceNow

3 min read 1 month ago
Published on Jun 26, 2025 This response is partially generated with the help of AI. It may contain inaccuracies.

Introduction

In this tutorial, we will learn how to create email notifications in ServiceNow. Email notifications are essential for keeping your team informed about important updates and changes within your ServiceNow instance. By the end of this guide, you will be able to set up and test email notifications effectively.

Step 1: Understand Notifications

  • Definition: Notifications in ServiceNow are alerts that inform users about specific events or changes.
  • Types of Notifications
    • Email Notifications: Sent via email to users based on certain triggers.
    • Push Notifications: Alerts sent to mobile devices.
    • SMS Notifications: Text messages sent to mobile phones.

Step 2: Learn About Email Notifications

  • Purpose: Email notifications are used to inform users about critical updates or tasks that require their attention.
  • Components
    • Subject: The title of your email notification.
    • Body: The content of the email, which can include dynamic data from ServiceNow.
    • Recipients: The users or groups that will receive the notification.

Step 3: Explore Email Layouts and Templates

  • Email Layouts: The format of the email, which can be customized to match your organization's branding.
  • Templates: Pre-defined structures that include placeholders for dynamic content, making it easier to create consistent notifications.

Step 4: Create an Email Notification

  1. Log in to ServiceNow and navigate to the Notifications module.
  2. Click on New to create a new notification.
  3. Fill in the fields
    • Name: Provide a unique name for the notification.
    • Table: Select the table that the notification will be associated with.
    • When to send: Choose the conditions that will trigger the notification (e.g., record creation, update).

  4. Define the recipients
    • Specify users, groups, or roles to receive the notification.

  5. Configure the email content
    • Set the Subject and Message. Use placeholders for dynamic data (e.g., ${number} for incident numbers).
  6. Save your notification.

Step 5: Testing the Email Notification

  1. Trigger the event that should send the notification (like creating or updating a record).
  2. Check your email to verify that the notification has been received.
  3. Review the content to ensure clarity and correctness. Make adjustments as necessary to improve the layout or information included.

Conclusion

Creating email notifications in ServiceNow is a straightforward process that helps keep your team informed about crucial updates. By following the steps outlined in this tutorial, you can set up effective notifications tailored to your organization’s needs. Consider testing various templates and layouts to find what works best for your team, and don’t hesitate to refine your notifications based on feedback. Happy configuring!