Help us improve your experience.

Let us know what you think.

Do you have time for a two-minute survey?

Navigation
Guide That Contains This Content
[+] Expand All
[-] Collapse All

    Creating and Editing a Notification Policy

    Notification policies specify when you want Service Now to send notifications about an event and the recipients of the notifications. You can define the events that trigger the notification, the filters that further specify the trigger events, and the actions that you want Service Now to take after the event is triggered.

    To create a notification policy:

    1. From the Service Now navigation tree, select Service Central > Notifications > Create Notifications.

      The Create Notifications page appears as shown in Figure 1,

      Figure 1: Create Notifications Page

      Create Notifications Page
    2. Enter a notification policy name, and select a trigger.

      The name must be unique and can contain alphanumeric characters, space, hyphen (-), and underscore (_).The maximum number of characters allowed is 64.

    3. Expand the Apply Filters section, if not already expanded, and enter the filter parameters.
      Different filters are supported for incident and information trigger types.
    4. Enter the e-mail IDs of users to whom the notification must be sent.

      For more information about the fields in the Create Notifications dialog box, see Table 1.

    5. Specify the destinations where SNMP traps can be sent when an event occurs in the Send SNMP Traps to section.

      For more information about the fields in the Create Notifications dialog box, see Table 1.

    6. Select the Send JMB file as attachment in mail check box if the JMB is to be attached to the notification e-mail.
    7. Click Add.

      The notification policy is created and displayed on the Notifications page.


    You can also copy an existing notification policy and modify its attributes to create another notification policy.

    Note: While copying a notification policy, you cannot edit the Trigger field.

    To copy a notification policy:

    1. From the Service Now navigation tree, select Service Central > Notifications.
      The Notifications page appears.
    2. Select the notification policy that you want to copy, and select Copy from either the Actions list or the right-click menu.

      The Copy Notifications page appears.

    3. Make your modifications.
    4. Click Make a Copy.

      A notification policy is created with the settings that you specified and listed in the Notifications page.

    To modify a notification policy:

    1. From the Service Now navigation tree, select Service Central > Notifications.
      The Notifications page appears.
    2. Select the notification policy that you want to edit, and select Edit filters and Actions from either the Actions list or the right-click menu.

      The Edit Notifications page appears.

    3. Edit the desired fields. For more information, see Table 1.

    Table 1: Create Notification Policy Page Field Descriptions

    Field

    Description

    Range/Length

    Remark

    Name

    Enter a unique name for the policy.

    64 characters

    Trigger Type

    Enter the type of trigger required to activate this policy. The fields in the filter table dynamically change according to the selected trigger type.

    New Incident Detected

    This is the only option available when Service Now is in offline mode.

    Incident Submitted

    Case ID Assigned

    Case Status Updated

    New Intelligence Update

    Service Contract Expiring

    New Exposure

    Ship-to Address Missing For Device

    If this notification is enabled, Service Now will send notification when RMA cases get submitted without the address getting associated to it.

    Switch over enabled for IJMB

    If this notification is enabled, the switch over e-mail/SNMPtraps will be sent as per the policy configured. If this policy is not configured, only e-mail will be sent to the Service Now admins configured in space.

    Partner Certificate Expiry

    Notifications are sent when the SSL certificate of the partner is about to expire.

    Connected Member Device Added/Removed

    Notification added in Partner Proxy Service Now for devices added or removed by a connected member.

    Apply Filters:

    Note: You can select either Organization or Device Group when creating or modifying a notification.

    Filter Parameters for New Incident Detected, Incident Submitted, Case ID Assigned, Case Status Updated and Ship-to Address Missing Triggers:

    Priority

    Select a value in the Priority field.

    Service Now sends a notification if the priority of the incident matches the entered value.

    255 characters

    Blank

    Organization

    Select a value in the Organization field.

    Service Now sends a notification if the organization of the device the incident occurred on matches the entered value.

    255 characters

    Blank

    Device Group

    Select a value in the Device Group field.

    Service Now sends a notification if the device group the incident occurred on matches the entered value.

    255 characters

    Blank

    Device Name

    Enter a value in the Device Name field.

    Service Now sends a notification if the name of the device the incident occurred on matches the entered value.

    255 characters

    Blank

    Serial Number

    Enter a value in the Serial Number field.

    Service Now sends a notification if the serial number of the device the incident occurred on matches the entered value.

    255 characters

    Blank

    Has the words

    Enter a value in the Has the words field.

    Service Now sends a notification if the specified words match any of the fields in the incident or the information message.

    255 characters

    Blank

    Does not have

    Enter a value in the Doesn't have field.

    Service Now sends a notification if the specified words do not match any of the fields in the incident or the information message.

    255 characters

    Blank

    Filter Parameters for New Intelligence Update Triggers:

    Intelligence Update Type

    Enter a value in the Intelligence Update Type field. Service Now sends a notification if the type of information message update matches the entered value.

    255 characters

    Blank

    Products Affected

    Enter a value in the Products Affected field. Service Now sends a notification if the Products Affected field value in alert information messages matches the entered value.

    255 characters

    Blank

    Platform Type

    Enter a value in the Platform Type field. Service Now sends a notification if the Platforms Affected field in alert information messages or the platform type field in information messages match the entered value.

    255 characters

    Blank

    Keywords

    Enter a value in the Keywords field. Service Now sends a notification if the Keyword in information messages matches the entered value.

    255 characters

    Blank

    Serial Number

    Enter a value in the Serial Number field. Service Now sends a notification if the serial number of the device the incident occurred on matches the entered value.

    255 characters

    Blank

    Software Version

    Enter a value in the Software Version field. Service Now sends a notification if the software version in the information messages matches the entered value.

    255 characters

    Blank

    Organization

    Enter a value in the Organization field.

    Service Now sends a notification if the organization of the device the incident occurred on matches the entered value.

    Device Group

    Enter a value in the Device Group field.

    Service Now sends a notification if the device group the incident occurred on matches the entered value.

    Devices Impacted

    Enter a value in the Devices Impacted field. Service Now sends a notification if the devices impacted in the information messages matches the entered value.

    255 characters

    Blank

    Has the words

    Enter a value in the Has the words field. Service Now sends a notification if the specified words match any of the fields in the incident or the information message.

    255 characters

    Blank

    Does not have

    Enter a value in the Doesn't have field. Service Now sends a notification if the specified words do not match any of the fields in the incident or the information message.

    255 characters

    Blank

    Filter Parameters for Service Contract Expiring Triggers:

    Organization

    Enter a value in the Organization field.

    Service Now sends a notification if the organization of the device the incident occurred on matches the entered value.

    Device Group

    Enter a value in the Device Group field.

    Service Now sends a notification if the device group the incident occurred on matches the entered value.

    Device Name

    Enter a value in the Device Name field.

    Service Now sends a notification if the name of the device the incident occurred on matches the entered value.

    255 characters

    Blank

    Serial Number

    Enter a value in the Serial Number field. Service Now sends a notification if the serial number of the device the incident occurred on matches the entered value.

    255 characters

    Blank

    Filter Parameters for New Exposure Triggers:

    Organization

    Enter a value in the Organization field.

    Service Now sends a notification if the organization of the device the incident occurred on matches the entered value.

    Device Group

    Enter a value in the Device Group field.

    Service Now sends a notification if the device group the incident occurred on matches the entered value.

    Devices

    Enter a value in the Devices field.

    Service Now sends a notification if the name of the device the incident occurred on matches the entered value.

    255 characters

    Blank

    Filter Parameters for BIOS Information Updates Trigger:

    Organization

    Service Now sends a notification if the organization associated with the device the incident occurred on matches the value entered in this field.

    Device Group

    Service Now sends a notification if the device group associated with the device the incident occurred on matches the value entered in this field.

    Device Name

    Service Now sends a notification if the name of the device the incident occurred on matches the value entered in this field.

    Serial Number

    Service Now sends a notification if the serial number of the device the incident occurred on matches the value entered in this field.

    BIOS Status

    Select a value for the BIOS status. BIOS status indicates the status of BIOS validation.

    Service Now sends a notification if the BIOS status matches the value selected in this field.

    • Both—a notification is sent irrespective of whether the BIOS validation succeeds or fails.
    • Success—a notification is sent only if the BIOS validation succeeds.
    • Failure—a notification is sent only if the BIOS validation fails.

    Filter Parameters for PHD Collection Failure Trigger:

    Organization

    Select an organization from the drop-down list.

    Service Now sends a notification when it fails to collect PHD files from a device belonging to the organization.

    Device Group

    Select a device group from the drop-down list.

    Service Now sends a notification when it fails to collect PHD files from a device belonging to the device group.

    Device Name

    Enter a device name.

    Service Now sends a notification when it fails to collect PHD files from a device with the entered device name.

    Serial Number

    Enter a serial number.

    Service Now sends a notification when it fails to collect PHD files from a device with the entered serial number.

    Send Email for every

    Select a value from the drop=down list.

    Service Now send a notification when it fails to collect PHD files from a device for the selected number of hours.

    • 1 Hour
    • 6 Hours
    • 12 Hours
    • 24 Hours

    The default value is 6 hours.

    Actions:

    Send Email to

    Specify the e-mail addresses of users who must receive an alert if the policy is triggered and matches the specified filter.

    To add a new e-mail address to the list, click Add Email. Click the Enter Email Id field to enter the e-mail address. The e-mail address should be in the format user@example.com.

    To delete an e-mail address from the list, select the e-mail address and click Delete.

    65535 characters

    Blank

    Send Traps to

    Specify the destinations where SNMP traps can be sent when an event occurs and matches the specified filter. See Adding an SNMP Configuration to Service Now .

    Modified: 2016-08-11