Overview
As a system, ServiceNow sends notifications out to customers and agents. This page will go over what those notifications are and how to filter them.
Critical Concepts
Most ticket notifications in ServiceNow follow a platform-wide systematic logic.
Agents get notifications when
- A ticket in their groups gets created.
- A ticket in their groups, that doesn't have an assigned to, gets updated.
- A ticket in their queue, assigned to them, gets updated with an additional comment or work note.
- A ticket in their queue, assigned to them, closes.
- The agent gets @mentioned in a ticket.
- A ticket that they proposed a solution for had its solution accepted.
- A ticket that they proposed a solution for had its solution rejected.
- Approvals in their queue need to be reviewed.
Customers get notifications when
- A ticket for their request gets created.
- A ticket for their request gets updated.
- A ticket for their request closes.
- A ticket for their request auto-closes, which happens after the customer doesn't interact with their tickets for more than 3 days.
- The customer can't update a ticket because it is already closed.
- A survey for a closed ticket can be filled out.
- A ticket for their request has a proposed solution.
- Approvals in their queue need to be reviewed.
Email Details
Email headers in the system follow a set format. $Ticket is the ticket number, such as CS919191 or RITM1919191. $Short is the Short Description or Subject of the case.
Updated
- When a ticket is updated, the subject of the email will be "$Ticket - $Short Description - has been updated"
Created
- When a ticket is created, the subject of the email will be "$Ticket - $Short Description - has been created"
Closed
- When a ticket is closed, the subject of the email will be "$Ticket - $Short Description - has been closed"
Auto-Closed
- When a ticket is auto-closed, the subject of the email will be "$Ticket - $Short Description autoclose notice"
Already Closed
- When a ticket is already closed, the subject of the email will be "You can't comment on $Ticket - $Short Description because it is closed, go to the portal and create a new one"
Survey
- When a ticket is closed and a customer can fill out a survey about this ticket, the subject of the email will be "Take a survey regarding $Ticket - $Short Description"
Approval
- When a ticket requires your approval, the subject of the email will be "You have pending UC San Diego ServiceNow Approval(s)"
Solution Proposed
- When a ticket has a proposed solution, the subject of the email will be "You have proposed solution for $Ticket - $Short Description"
Solution Accepted
- When a ticket requires your approval, the subject of the email will be "Your solution was accepted for $Ticket - $Short Description"
Solution Rejected
- When a ticket requires your approval, the subject of the email will be "Your solution was rejected for $Ticket - $Short Description"
Mentioned
- When an agent gets mentioned in a ticket, the subject of the email will be "You were mentioned in $Ticket - $Short Description"
If you get too many emails, you can use your mail client to filter them as you want. For instance, you can do different things with an email based on certain conditions such as automatically putting emails with keywords in a folder, flagging emails that are more important, etc. Here are guides for Outlook and Gmail for how to make rules:
When making rules to categorize or filter messages from ServiceNow, please be mindful about messages it would be best to not filter. We suggest excluding at least “you were mentioned” and "Your solution was rejected".