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    E-mail Templates Overview

    You can use Service Now to send notification for an event through e-mail. Service Now has default e-mail templates whose contents can be modified. However, you cannot modify or delete the default template files. As an administrator, you can update or configure the e-mail content sent to the users during notification.

    E-mail templates provide the format for sending e-mail notifications for events to users. There is a default E-mail template for various situations such as for sending notifications listing the devices for which technical support contract licenses are to be expired in 60 days or for sending notifications listing the devices that are sending device snapshots.

    Service Now displays two types of templates: license specific and generic e-mail templates. The display of templates is based on the mode in which Service Now is operating. If Service Now is installed in Direct mode, templates relevant to Direct mode are displayed. If Service Now is installed in Partner Proxy mode, templates relevant to that mode are displayed.

    Figure 1: E-mail Templates Page

    E-mail Templates Page

    Table 1 lists the e-mail templates provided by Service Now and the modes in which the templates can be used.

    Table 1: List of E-mail Templates Provided by Service Now and the Modes in which the Templates can be Used

    Template Name

    Partner Proxy Mode

    End Customer Mode

    Direct Mode

    Offline Mode

    Demo Mode

    Connected member device added/removed

    Yes

    Contract expiry info received

    Yes

    Yes

    Yes

    Yes

    Devices not Sending Device Snapshot

    Yes

    Yes

    Yes

    Yes

    Yes

    End Customer Case Closed in Partner Proxy

    Yes

    End Customer Case Created in Partner Proxy

    Yes

    End Customer Case Updated in Partner Proxy

    Yes

    End Customer Incident Submitted to Partner Proxy

    Yes

    Incident Flagged to Users

    Yes

    Incident Submitted to Juniper by Partner Proxy

    Yes

    Incident Submitted to Juniper Support Systems

    Yes

    Yes

    Incident Submitted to Connected Junos Space Appliance

    Yes

    Incomplete RAM Incident Submitted to Juniper

    Yes

    Yes

    Incomplete RAM Incident Submitted to Partner Proxy

    Yes

    Juniper Technical Support Case Created for Incident from Partner Proxy

    Yes

    Juniper Technical Support Case Created for Incident

    Yes

    Yes

    Juniper Technical Support Case Updated

    Yes

    Yes

    Yes

    Case Created for Incident

    Yes

    Case Updated

    Yes

    Message Flagged to Users

    Yes

    Yes

    Yes

    Yes

    Yes

    New Exposure Info Received

    Yes

    Yes

    Yes

    Yes

    New Incident Detected

    Yes

    Yes

    Yes

    Yes

    Yes

    New Intelligence Info Received

    Yes

    Yes

    Yes

    Yes

    Ownership of Message Assigned to Users

    Yes

    Yes

    Yes

    Yes

    Ownership of Service Now Incident has been Assigned to User

    Yes

    Yes

    Yes

    Partner Certificate Expired

    Yes

    Yes

    Yes

    Yes

    Partner Certificate Expiry

    Yes

    Yes

    Yes

    Yes

    Product Health Data Collection Failure

    Yes

    Yes

    Yes

    Yes

    Yes

    Switch Over enabled for iJMB

    Yes

    Yes

    Yes

    Yes

    Yes

    From the e-mail templates page in Service Now, you can perform the following tasks:

    Modified: 2017-05-29