Related Documentation
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:
- 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
- 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.
- Expand the Apply Filters section, if not already expanded,
and enter the filter parameters.
Different filters are supported for incident and information trigger types. - 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.
- 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.
- Select the Send JMB file as attachment in mail check box if the JMB is to be attached to the notification e-mail.
- 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:
- From the Service Now navigation tree, select Service
Central > Notifications.
The Notifications page appears. - 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.
- Make your modifications.
- 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:
- From the Service Now navigation tree, select Service
Central > Notifications.
The Notifications page appears. - 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.
- 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. |
| |
| 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. |
| 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 . | – | – |
