Change email notifications

  • Release version: Washingtondc
  • Updated February 7, 2024
  • 2 minutes to read
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    Summary of Change Email Notifications

    Change email notifications in Operational Technology (OT) are essential for keeping users informed about updates to change requests and tasks. These notifications help streamline communication and ensure that stakeholders are aware of the latest developments in change management processes.

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    Key Features

    • Change Request Notifications: Alerts users when there are updates to change requests, including assignments, comments, and status changes.
    • Change Task Notifications: Similar alerts for change tasks, ensuring users are informed when tasks are assigned, updated, or have work notes added.

    Key Outcomes

    By utilizing these notifications, ServiceNow customers can:

    • Ensure timely communication regarding change management activities.
    • Stay informed about the status of change requests and tasks, enhancing accountability and workflow efficiency.
    • Quickly access relevant information through provided links in notification emails.

    These features are crucial for maintaining visibility and improving collaboration within OT change management processes.

    Use email notifications to alert users when an Operational Technology (OT) change request or a change task is updated.

    The notifications for OT change requests and change tasks are listed in the following tables.
    Table 1. OT change request email notifications
    Name When to send Who receives it What it contains
    Change assigned to me When the Assigned to field changes and is not empty User who's assigned the change Subject: <Change request #> notification

    Body:

    Short Description: <Short description>

    Click here to view Change Request: <URL to the change request>

    Site: <Site name>

    OT Device: <OT device>

    Equipment Model Entity: <Equipment model entity>

    Description: <Description>
    Change assigned to my group When the Assignment group field changes and is not empty Assignment group Subject: <Change request #> has been assigned to group <assignment group>

    Body:

    Short Description: <Short description>

    Click here to view Change Request: <URL to the change request>

    Site: <Site name>

    OT Device: <OT device>

    Equipment Model Entity: <Equipment model entity>

    Description: <description>
    Change commented When the change request is commented
    • Requested By
    • Watch list
    		 Subject: <Change request #> comments added

    Body:

    Short description: <Short description>

    Click here to view Change Request: <URL to the change request>

    Comments: <Comments added to the change request>
    Change worknoted When a work note is added to the change request.
    • Work note list
    • Assigned to
    • Assignment group
    		 Subject: <Change request #> work notes added

    Body:

    Short description: <Short description>

    Click here to view Change Request: <URL to change request>

    Work Notes: <Work notes added to change request>
    Change approved When the change request is approved
    • Assigned to
    • Assignment group
    		 Subject: <Change request #> has been approved

    Body:

    Short Description: <Short description>

    Click here to view <URL to change request>

    Description: <Description>
    Change rejected When the change request is rejected
    • Assigned to
    • Assignment group
    		 Subject: <Change request #> has been rejected

    Body:

    Short Description: <Short description>

    Click here to view <URL to change request>

    Description: <Description>
    Change on hold When the change request is put on hold Requested By Subject: <Change request #> has been put on hold

    Body:

    Hello <user who created change request>,

    The <Change request #> you requested has been put on hold. The reason for the request being put on hold is: <Reason for change request being put on hold>

    Click here to view your change request: <URL to change request>
    Change off hold When the change request is taken off hold Requested By Subject: <Change request #> has been taken off hold

    Body:

    Hello <user who created change request>,

    The <Change request #> you requested has been taken off hold and is in the <Updated state field> state.

    Click here to view your change request: <URL to change request>
    Table 2. OT change task email notifications
    Name When to send Who receives it What it contains
    Change task assigned to me When the Assigned to field changes and is not empty Person who is assigned the change task Subject: <Change task #> notification -- <Short description>

    Body:

    Short Description: <Short description>

    Click here to view Change Task: <URL to change task>

    Site: <Site name>

    OT Device: <OT device>

    Equipment Model Entity: <Equipment model entity>

    Description: <Description>
    Change task assigned to my group When the Assignment group field changes and is not empty Assignment group Subject: Subject: <Change task #> notification -- <Short description>

    Body:

    Short Description: <Short description>

    Click here to view Change Task: <URL to change task>

    Site: <Site name>

    OT Device: <OT device>

    Equipment Model Entity: <Equipment model entity>

    Description: <Description>
    Change task worknoted When a work note is added to the change task
    • Work note list
    • Assigned to
    • Assignment group
    		 Subject: <Change task #> work notes added -- <Short description>

    Body:

    Short description: <Short description>

    Click here to view Change Task: <URL to change task>

    Work Notes: <Work notes added to change task>