Lesson 2

 Define notification

• Keep users informed:

  Notifications ensure users are aware of critical updates and changes related to their work, preventing them from missing important information. 
• Streamline workflows:

  By automating communication, notifications reduce the need for manual tracking and follow-ups. 
• Improve efficiency:

  Users can quickly address issues or take necessary actions based on timely notifications. 

• Email notifications: The most common type, delivering messages to users’ email addresses.
• SMS notifications: Sending notifications via text messages, useful for urgent alerts.
• Push notifications: Delivering notifications to mobile devices through the ServiceNow mobile app. 

• Notifications module:

  Access and manage notifications through the “Notifications” module under System Notification. 
• Triggers:

  Notifications are triggered by events, such as record updates, inserts, or specific conditions being met. 
• Conditions:

  Notifications can be configured with specific conditions to determine when they should be sent (e.g., only when an incident is resolved). 
• Recipients:

  Notifications can be sent to individual users, groups, or users based on data within a record. 
• Content:

  Notifications can be customized with specific subjects and body content, including dynamic fields from the triggered record. 

• Incident update:

  A notification is sent to the assigned user when an incident’s state changes to “In Progress”. 
• Approval request:

  A notification is sent to the approver when a change request requires their approval. 
• Task assignment:

  A notification is sent to a user when a new task is assigned to them. 
• Welcome message:

  A new user receives a welcome email with a link to the ServiceNow instance