Recipients lists
Summarize
Summary of Recipients Lists
The Recipients Lists feature allows you to create targeted communication lists that can include internal users, customers, accounts, contacts, and consumers. You can generate these lists through user import, dynamic lists, or scripting. When published, the articles can be accessed by the recipients on the Customer or Consumer Service Portal, and they can opt to receive email notifications. Additionally, these lists support the Major Issue Management application for creating child cases linked to major cases.
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Key Features
- List Creation Methods: Create recipient lists via user import, dynamic conditions, or scripting.
- Importing Contacts: Supports importing from .xls and .csv files, with the system ensuring no duplicates are created and only valid records are imported.
- Dynamic Lists: Lists can dynamically include new recipients through a scheduled job, which refreshes recipient lists for active articles and sends notifications.
- Scripted Lists: Allows for custom recipient lists using scripts that generate arrays of sysids for the relevant entities.
Key Outcomes
By utilizing the Recipients Lists functionality, ServiceNow customers can efficiently manage communication outreach, ensuring the right users receive timely information. The system's checks for existing accounts and contacts enhance data integrity, while the scheduled refresh ensures up-to-date communication lists. This ultimately leads to improved engagement and responsiveness to critical information shared through the platforms.
Create the recipients list for a targeted communications that can include internal users, customer, accounts, contacts, and consumers. You can create the recipient list using the methods of user import, dynamic lists, or scripting.
When an article is published, the recipients on this list can view the article on the Customer or Consumer Service Portal. Recipients can also receive optional email notifications.
Recipients lists are also used by the Major Issue Management application to create child cases for a major case.
- By creating a list of imported users.
- By creating a dynamic list based on selected conditions.
- By creating a script.
Recipients lists can have both dynamically generated and manually added records of the same type.
The system administrator can manage a scheduled job to refresh recipient lists. This scheduled job, Targeted Communications Refresh recipient list, adds new recipients to each of the active published articles. The new recipients receive email notification of the article and are granted access to view the article on the portal.
Create a recipient list by importing contact information
Create a recipient list by importing contact information. For contacts, supported file types include xls and csv.
Multiple files can be imported into the same recipient list, with new recipients appended to the recipient list file. The system checks that the accounts and contacts exist in the system and only imports those that exist. Duplicate entries are not created. At the end of the import process, the system displays a status with the number of records imported and rejected.
The system uses the sys_id and the email address attributes to match contacts. It first looks for a matching sys_id match. If not found, it then looks for a matching email address. If neither are found, the record is rejected.Create a recipient list by importing account, consumer, or internal user information
Create a recipient list by importing account, consumer, or internal user information. The supported file type is xls.
- Account: Uses the sys_id and the account number. Attempts to match the sys_id. If not found, then attempts to match using the account number. If neither are found, the record is rejected.
- Consumer and User: Uses the sys_id or the email address. Attempts to match the sys_id. If not found, then attempts to match the email address. If neither are found, the record is rejected.
Create a recipient list using a script
Create a recipient list using a script with these supported entities: contact, company/account, consumer, and internal user. The output of the script is an array of sys_ids of the corresponding entity. After creating the recipient list, the system shows the total number of records identified, added to the list, and rejected.
To create a recipient list using a script, select Dynamic Condition in the Method field on the Recipients List form and enable the Show Script check box. Then create your script in the Script field.