Notifications Matrix for Request and Incident
Listed below are the triggers for automatic email notifications from ServiceNow, separated by Request and Incident.
All possible recipients of each notification are listed, but this may vary depending on things such as who made a particular update (i.e., if Assigned To updates task comments, they will not receive a notification; but they would if the update was made by someone else) and whether or not there are users on the Watchlist and Work Notes list.
Please Note: Users have the ability to turn off certain notifications in the system. If a user has altered their notifications preferences, they may not receive all the notifications listed below based on their personal settings.
| Action | Notification To |
|---|---|
| Request Item Commented | Requested For, Assignment Group, Watchlist |
| Catalog Task Commented | Requested For, Assigned To, Watchlist |
| Catalog Task Commented (Assigned To empty) | Assignment Group, Watchlist |
| Request Completed | Requested For, Opened By, Watchlist |
| Catalog Task Worknotes | Assigned To, Work Notes List |
| Catalog Task Worknotes (Assigned To empty) | Assignment Group, Work Notes List |
| Task Assigned to Group | Assignment Group |
| Task Assigned to | Assigned To |
| Request Closed Autoreply | Anyone who responds to closed Request |
Incident Notifications
| Action | Notification To |
|---|---|
| Incident Commented in Worknotes | Assigned To, Work Notes List |
| Incident Commented in Worknotes (Assigned To empty) | Assignment Group, Work Notes List |
| Incident Assigned to Group | Assignment Group |
| Incident Assigned | Assigned To |
| Private Incident Resolved | Requested By, Watchlist |
| Incident Resolved | Requested By, Requested For, Watchlist |
| Incident Closed Autoreply | Anyone who responds to closed Incident |
| Incident Opened | Requested By, Requested For, Watchlist |
| Private Incident Opened | Requested By, Watchlist |
| Incident Commented | Requested By, Requested For, Watchlist |
| Incident Commented by Requested By | Assigned To, Watchlist |
| Incident Commented by Requested By (Assigned To empty) | Assignment Group, Watchlist |
| Private Incident Commented | Requested By, Watchlist |
| Incident Closed Autoreply | Anyone who responds to closed Incident |
The Autoreply for closed incidents or requests is sent to any user who replies to an email notification associated with a closed incident or request. The content of the notification informs the user that the ticket in question has been closed and that they need to contact the Service Desk/departmental support if they need additional assistance.
Please Note:
Any updates to Additional Comments on Incident, RITM, or Task will be sent to the customer. If a fulfiller comments on a Task that the Task has been completed, this may be a source of confusion to the customer if their Request included multiple RITMs or Tasks. In this scenario, they receive notification that something is complete, but there are other parts of their Request that are still open.
It is recommended that notes along the lines of "this task is completed" on RITMs and Tasks are tracked in Work Notes rather than Additional Comments to prevent customer confusion.
The customer will automatically receive a notification when all RITMs and Tasks tied to their Request are completed.