Recipients lists

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Recipients lists

    Recipients lists in ServiceNow enable major issue managers and customer service managers to efficiently create child cases for a major case by using lists that contain account or consumer information. These lists are selected in the Affected Customers field on the Major Case form, and child cases are generated automatically for each entry in the list. Once child cases are created, the Affected Customers field becomes read-only to preserve data integrity.

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    Creating and Managing Recipients Lists

    Recipients lists are created through the Targeted Communications application, which supports multiple methods for list creation, including file uploads, dynamic condition selection, and scripting. The application supports lists for accounts, contacts, consumers, and internal users; however, for major cases, only account or consumer type lists are valid. Mixing different types within a single list is not supported.

    Note that the Major Issue Management plugin requires the Targeted Communications plugin. When both Targeted Communications and Customer Service Management plugins are active, recipients lists can include accounts, contacts, and consumers.

    Manual Editing and Refreshing

    Managers can manually modify recipients lists by adding or removing accounts or consumers via the Recipients List form. The Recipients related list distinguishes between dynamically added records (added via conditions or scripts) and manually added records, with the Dynamically Added column indicating the source. The Active Communication column shows whether a recipient requires active communication and defaults to true.

    Refreshing a recipients list updates dynamically generated entries based on current conditions without affecting manually added records. Removed manually added records do not reappear on refresh unless they meet dynamic criteria, while removed dynamic records may reappear if they still meet conditions. The Active Communication status remains unchanged during refresh. Recipients lists created via file upload do not require refreshing.

    Key Benefits for ServiceNow Customers

    • Streamlines the creation of child cases linked to major incidents, ensuring accurate and comprehensive customer issue tracking.
    • Offers flexible recipients list creation methods to accommodate different data sources and dynamic filtering.
    • Enables precise control over the recipients included in communications and case creation through manual editing and refresh capabilities.
    • Integrates with existing ServiceNow plugins to enhance major issue and customer service management workflows.

    Use recipients lists that contain account or consumer information to create the child cases for a major case.

    Major issue managers and customer service managers can select the desired list in the Affected Customers field on the Major Case form. Selecting Create Child Cases then creates a child case for each account or consumer in the recipients list.

    Managers can change the recipients list before child cases are created. After child cases are created, the Affected Customers field becomes read only.

    Creating recipients lists

    Recipients lists are created using the Targeted Communications application. With this application, managers can select the type of list to create and the method used to create the list: by uploading files, selecting dynamic conditions, or using scripts.

    The Targeted Communications application creates several types of recipients lists, including accounts, contacts, consumers, and internal users. The recipients list for a major case must be of type accounts or consumers. Recipients lists are limited to one specific type and can’t contain mixed types, for example accounts and consumers.
    Note:
    The Major Issue Management plugin is dependent on the Targeted Communications plugin. If Targeted Communications is active, recipients lists can be created for internal users. If Targeted Communications and Customer Service Management are both active, recipients lists can also be created for accounts, contacts, and consumers.

    Manually editing a recipients list

    Major issue managers and customer service managers can manually add or remove accounts or consumers from a recipients list by navigating to the Recipients List form, selecting Edit in the Recipients related list, and then using the arrows to add or remove records.

    The Recipients related list includes the Dynamically Added column which displays either True or False, depending on how a record was added:
    • True for records that are dynamically generated, either by using the condition builder or by running a script.
    • False for records that are added manually, either by using the Edit button on the Recipients related list or by file upload.
    The Active Communication column is set to True by default for both dynamically and manually added records. This field indicates whether the recipient requires active communication.

    Refreshing a recipients list

    Refresh a recipients list by selecting Refresh Recipient List on the Recipients List form. For major issue management, the following guidelines apply to refreshing a recipients list:
    • Refreshing a recipients list doesn’t impact manually created records.
    • If you remove a manually created record from a recipients list, it doesn’t reappear when the list is refreshed unless it meets the dynamic conditions used to filter the list.
    • If you remove a dynamically generated record from a recipients list, it may reappear when the list is refreshed if it meets the dynamic conditions used to filter the list.
    • If the Active Communication field is set to false for a record, this setting doesn’t change when a recipients list is refreshed.
    • If created using the Upload File method, you don’t need to refresh the recipients list.