Creating and Editing a Notification Policy
You can create a notification policy that specifies the circumstances on which you want Service Now to send notifications, and who notifications should be sent to. You can define the events that trigger the notification, the filters that further specify the trigger events, and the actions that Service Now must take after the event is triggered.
To create a notification policy:
- From the Service Now task ribbon, select Service Central > Notifications > Create Notifications. The Create Notifications
page is displayed.
- Enter a notification policy name and select a trigger.
- Enter filter parameters. Different filters are supported for incident and information trigger types.
- Enter the information for the users who should receive notifications.
For more information about the fields in the Create Notification Policy dialog box, see Table 1.
You can also edit the trigger events, filters, and actions of an existing notification policy.
To modify a notification policy:
- From the Service Now task ribbon, select Service Central > Notifications > Create Notifications. The Create Notifications page is displayed.
- From the Notifications table, select the notification policy that you want to edit and click Edit filters and Actions. The Create Notifications page is displayed.
- Edit the desired fields. See Table 1, and for more information see Table 2.
Table 1: Create Notification Policy Page Field Descriptions
Field | Description | Range/Length | Default |
|---|---|---|---|
Name | Name of the policy, which must be unique among the policies owned by the same user. | 64 characters | N/A |
Trigger Type | Type of trigger required to activate this policy. The fields in the filter table dynamically change according to the selected trigger type. |
| N/A |
| Apply Filters: | |||
| Common Filter Parameters: | |||
Priority | Select a value in the Priority field. Service Now will send a notification if the priority of the incident matches the entered value. Regular expressions can also be used in this field. | 255 characters | Blank |
Device Name | Enter a value in the Device Name field. Service Now will send a notification if the name of the device the incident occurred on matches the entered value. Regular expressions can also be used in this field. | 255 characters | Blank |
Serial Number | Enter a value in the Serial Number field. Service Now will send a notification if the serial number of the device the incident occurred on matches the entered value. Regular expressions can also be used in this field. | 255 characters | Blank |
Has the words | Enter a value in the Has the words field. Service Now will send a notification if the specified words match any of the fields in the incident or the information message. Regular expressions can also be used in this field. | 255 characters | Blank |
Doesn't have | Enter a value in the Doesn't have field. Service Now will send a notification if the specified words do not match any of the fields in the incident or the information message. Regular expressions can also be used in this field. | 255 characters | Blank |
| Information Trigger Type Notification Policy Filter Parameters: | |||
Information Update Type | Enter a value in the Information Update Type field. Service Now will send 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 will send 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 will send 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 will send a notification if the Keyword in information messages matches the entered value | 255 characters | Blank |
Software Version | Enter a value in the Software Version field. Service Now will send a notification if the software version in the information messages matches the entered value | 255 characters | Blank |
Hardware Version | Enter a value in the Hardware Version field. Service Now will send a notification if the hardware version in the information messages matches the entered value | 255 characters | Blank |
Devices Impacted | Enter a value in the Devices Impacted field. Service Now will send a notification if the devices impacted in the information messages matches the entered value | 255 characters | Blank |
| Actions: | |||
Send Email to | Displays the list of e-mail addresses that receive a message if the policy is triggered and passes 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 | An SNMP trap is sent to the destinations that are selected if an event occurs and passes the specified filter. See Adding an SNMP Server | N/A | N/A |
Table 2: Notification Policy Table Command Button Descriptions
Element Name | Description | Privilege Required | Results |
|---|---|---|---|
Edit filters and actions | Opens the Create Notification page, where you can edit the filters and actions of the selected notification policy. | Notifications | Opens the Create Notification page |
Copy | Opens the Create Notification page, where you can create a copy of the selected notification policy. | Notifications | Opens the Create Notification page |
Delete | Deletes the selected notification policy | Notifications | Removes the selected policies from the table |
Change Status | Opens the Change Notification Policy Status dialog box, where you can change the status of a notification policy from Enabled to Disabled or vice versa. | Notifications | Status of selected policies is changed from Enabled to Disabled or vice versa |
