Alerts and email notifications from Shopping Hub

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Alerts and Email Notifications from Shopping Hub

    Shopping Hub in ServiceNow triggers various alerts and email notifications to keep users informed about actions, assignments, and the status of their purchases, including blanket contracts. These notifications ensure timely awareness and facilitate efficient management of purchasing and approval processes.

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    Alerts

    Users receive alerts in Shopping Hub under the following conditions:

    • Switching the user context for shopping or acting as a delegate
    • Submitting revisions or completing non-approval to-dos
    • Approving or rejecting purchase approvals
    • When Shopping Hub experiences global failures or server issues

    Email Notifications

    Shopping Hub sends email notifications using predefined templates and Flow Designer triggers. These emails include deep links for quick access to relevant purchase or sourcing request details. Notifications are sent for key events such as:

    • Submission of purchase requests or sourcing requests, including those submitted by delegates
    • Automatic merging of purchase requests
    • Approval assignments and requests for clarifications
    • Responses to clarification requests
    • Status changes on purchases or sourcing requests, including approvals, rejections, cancellations, and revisions
    • Price or quantity changes and fulfillment issues during purchase order confirmation
    • Purchases ordered from suppliers
    • Changes in purchasing permissions and blanket purchase order statuses, such as creation, expiration warnings, budget alerts, and closure
    • Delegate assignments and removals
    • Cart or purchase later section modifications
    • Delivery notifications, task assignments, to-dos, and activity stream mentions
    • Updates or cancellations of approval to-dos, including those related to revisions or merges

    Customization and Configuration

    ServiceNow customers can customize email trigger conditions, content, and layout through Flow Designer and email scripts to better fit their business needs. Additional details not shown by default, such as order type or product type, can be included. Email layouts can be modified by editing the HTML field to change visual elements like background and font colors.

    Several alerts and email notifications are triggered from Shopping Hub. This may be a result of your action, an assignment for you, or to keep you updated on the status of your purchases, including blanket contracts.

    Alerts

    You receive an alert triggered from Shopping Hub when:
    • You switch the user that you’re shopping as in Shopping Hub
    • You switch to shop as someone else's delegate
    • You submit a revision
    • You complete a to-do that isn't an approval
    • You approve a purchase
    • You reject an approval
    • Shopping Hub has a global fail or fails to complete an action, due to server issue

    Email notifications

    Shopping Hub sends out emails in a predefined template and uses flow designer to trigger the different email conditions. You can use the deep links that are provided in the emails to view relevant details. You’re notified through email when:
    • You submit a purchase request, irrespective of approval requirement (for one or multiple purchase lines)
    • You submit a new purchase request from a third-party site​.
    • Your delegate submits a purchase request, irrespective of approval requirement (for one or multiple purchase lines)
    • You submit a purchase request, irrespective of approval requirement that is automatically merged with an existing purchase request (for one or multiple purchase lines)
    • A purchase request that triggers an approval rule, is submitted, and you’re assigned as an approver for that purchase.
      Note:
      As an approver, you can approve the purchase from the email itself. For details, see Approval email notification templates.
    • An approver requests clarifications on your purchase request
    • An approver requests clarifications on your sourcing request
    • You respond to clarification requests on your purchase request
    • You respond to clarification requests on your sourcing request
    • A purchase is manually merged with an existing purchase, irrespective of approval requirement
    • A merged purchase is approved, partially approved, or rejected
    • You submit a sourcing request
    • Your delegate submits a sourcing request
    • Your purchase is approved, partially approved, or rejected and canceled
    • Your sourcing request is approved, partially approved, or rejected
    • You initiate or submit a purchase revision, irrespective of approval requirement
    • Your purchase revision is confirmed, approved, rejected, or canceled
    • There are any price or quantity changes during purchase order confirmation
    • There are any rejections for any purchase order lines that could not be fulfilled during purchase order confirmation
    • Your purchase is ordered from a supplier
    • Purchasing permissions are added for you on a blanket purchase order (for one or multiple purchase lines)
    • A blanket purchase order, for which you have purchasing permissions, is created or open (for one or multiple purchase lines)
    • Seven days are left for a blanket purchase order contract to expire (for one or multiple purchase lines)
    • 20% budget is left on a blanket purchase order (for one or multiple purchase lines)
    • No budget is left on a blanket purchase order (for one or multiple purchase lines)
    • A blanket purchase order is closed (for one or multiple purchase lines)
    • You’re assigned as a delegate
    • You’re no longer assigned as a delegate
    • An item is removed from your cart or Purchase later section
    • You receive a delivery
    • A purchasing task is assigned to you
    • A breached approval review task is assigned to you
    • You’re mentioned in an activity stream
    • A new to-do is created and assigned to you
    • A to-do assigned to you is due today or overdue
    • A confirm receipt to-do is assigned to you
    • A confirm milestone to-do is assigned to you
    • A to-do requesting you to provide more information is assigned to you
    • A select supplier to-do is assigned to you
    • An invoice approval to-do is assigned to you
    • A purchase approval to-do is assigned to you
    • A purchase approval to-do is updated or canceled
    • An approval to-do is assigned to you as a result of a revision or merge reassessment
    Note:
    You can adjust the email trigger conditions and content in flow designer or email scripts, if necessary. You can also choose to fetch and use other details that aren’t displayed in the email by default, such as order type for purchase requisitions, product type or request type for sourcing requests, and so on. For detailed information on email templates and how to work with them, see Email templates. You can also configure the email layout, and change the background color or font color, for example. The html field in the email layout record must be modified to achieve this. For detailed information on email layouts and how to work with them, see Email layouts.