Change email notifications
Summarize
Summary of Change Email Notifications
ServiceNow uses email notifications to keep users informed about updates to Operational Technology (OT) change requests and change tasks. These notifications help ensure timely awareness and action by the relevant users or groups involved in change management processes.
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Key Features
- Change Request Notifications: Alerts are sent for events such as assignment changes, comments added, work notes added, approval, rejection, putting on hold, and taking off hold.
- Change Task Notifications: Notifications cover assignment changes and work notes added to change tasks.
- Recipients: Notifications are sent to specific users or groups based on the event, such as the assigned user, assignment group, requestor, watch list, or work note list.
- Content: Emails include key details like the change number, short description, links to the change request or task, site, OT device, equipment model entity, and relevant update details (comments, work notes, status changes).
Practical Use for ServiceNow Customers
By leveraging these email notifications, customers can:
- Ensure that the right individuals or groups are promptly notified of updates to OT changes, facilitating faster response and collaboration.
- Track the progress and status changes of OT change requests and tasks without needing to manually check the platform.
- Receive contextual information in emails that enables quick understanding and direct access to relevant records via embedded URLs.
These notifications help maintain clear communication and coordination among teams managing OT changes, improving operational efficiency and change governance.
Use email notifications to alert users when an Operational Technology (OT) change request or a change task is updated.
| 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 |
|
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. |
|
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 |
|
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 |
|
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> |
| 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 |
|
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> |