Mastering ServiceNow - Second Edition

Sending e-mail notifications

E-mail is ubiquitous. It is often the primary form of communication in business, so it is important that ServiceNow has good support. It is easy to configure ServiceNow to send out communications to whoever needs to know.

Tip

ServiceNow also supports push notifications for the ServiceNow mobile apps. This isn't as widely used, but it can be a useful alternative to email overload.

There are a few general use cases for e-mail notifications:

• Action: Asking the receiver to do some work
• Informational: Giving the receiver an update or some data
• Approval: Asking for a decision

While this is similar enough to an action e-mail, it is a common enough scenario to make it independent.

We'll work through these scenarios in order to understand ...