Overview

---

This document stores the different ServiceNow system notifications for clients and agents. Nearly all notifications are standardized across organizations. Items which can be tailored to suit each organization include the header, footer, and verbiage of the notification. Please contact the ServiceNow team for more information. The examples on this page show what ITS customers will receive.

We recommend using Outlook or Gmail rules if you want to change the notifications you see in your inbox. If you have exceptional circumstances, there are steps to change notifications you receive.

Case Notifications for Clients

When This Happens:	Who is Sent a Notification:	Example of Notification Body	Example of Notification Subject
Case is opened by customer	Contact + Watchlist		Case ${case number} opened - ${short_description of case}
Case is commented by someone that isn't the contact	Contact + Watchlist		Case ${case number} has been updated - ${short_description of case}
Case status is set to Solution Proposed (clicking the Propose Solution Button)	Contact		Solution Proposed for Ticket: ${case number}
Case status is set to Solution Proposed (clicking the Propose Solution Button)	Watchlist		Solution Proposed for Case: ${case number} - ${short_description of case}
Awaiting Info notice of upcoming case closure	Contact		Case ${case number} autoclose notice - ${short_description of case
Case status is automatically set from Awaiting Info to Solution Proposed	Watchlist		Case ${case number} autoclose notice - ${short_description of case}
Case is closed	Contact + Watchlist		Case ${case number} has been closed
The case is already closed and contact tries to replies	Anybody responding to a Closed Case Message		Unable to update your closed case ${case number}.

 

Case Notifications for Agents

When This Happens:	Who a Notification is Sent to:	Example of Notification Body:	Example of Notification Subject:
Case is assigned to a person	Assigned To		${case number} assigned to ${assigned_to} - ${short_description of case}
Case is assigned to a group	Assignment Group		${case number} assigned to ${assigned_to} in ${assignment_group} - ${short_description of case}
Case work notes are commented	Assignment Group + Internal Watchlist
Case is commented on by the contact	Assignment Group + Internal Watchlist		${case number} assigned to ${assigned_to} has been updated - ${short_description of case}
Approvals Waiting	Approvers		You have pending UC San Diego ServiceNow Approval(s)