Change email notifications

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Change email notifications

    ServiceNow provides email notifications to keep users informed about updates to Operational Technology (OT) change requests and change tasks. These notifications help ensure relevant stakeholders are promptly alerted when changes occur, facilitating better communication and efficient change management.

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    OT Change Request Email Notifications

    Email alerts are sent based on specific triggers such as assignment changes, comments, work notes, approval status, and hold status updates. Notifications are sent to individuals or groups involved in the change request, including the assigned user, assignment group, requested by user, and watch list members.

    • Change assigned to me: Sent when the assigned user changes; includes key details like the change request number, short description, site, OT device, equipment model entity, and description.
    • Change assigned to my group: Sent when the assignment group changes; contains similar detailed information to keep the group informed.
    • Change commented: Notifies requested by and watch list users when comments are added.
    • Change worknoted: Alerts assigned users, groups, and work note list when work notes are added.
    • Change approved/rejected: Sent to assigned users and groups upon approval or rejection of the change request.
    • Change on hold/off hold: Informs the requester when a change request is put on hold or taken off hold, including reasons and current state details.

    OT Change Task Email Notifications

    Similar to change requests, email notifications for change tasks are triggered by assignment changes and the addition of work notes. Recipients include the assigned individual, assignment group, and work note list.

    • Change task assigned to me: Sent when the assigned user for a task changes, detailing the task number, short description, site, OT device, equipment model entity, and description.
    • Change task assigned to my group: Notifies the assignment group of task assignment changes with comprehensive task information.
    • Change task worknoted: Alerts relevant users when work notes are added to a change task, providing direct links and notes content.

    Practical Benefits

    These email notifications enable ServiceNow customers to maintain real-time awareness of OT change progress and status, ensure accountability by notifying the correct individuals or groups, and support timely actions and communication throughout the change lifecycle.

    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>