Happy-Technologies-LLC Email Notification Development
Overview
This skill covers the complete process of creating and managing ServiceNow email notifications:
- Understanding notification types (event-based vs direct)
- Creating email notifications with proper triggers
- Building email templates with dynamic content
- Writing mail scripts for advanced recipient logic
- Configuring SMS and push notifications
- Troubleshooting delivery issues
When to use: When building automated notifications for record changes, approvals, SLA breaches, workflow activities, or custom business events.
Prerequisites
- Roles:
admin,notification_admin, oritil(for viewing) - Access: sysevent_email_action, sysevent_email_template, sys_script_email tables
- Knowledge: GlideRecord basics, email concepts, event registry
- Related Skills: Complete
admin/workflow-creationfor workflow-triggered notifications
Notification Architecture
Core Tables
sysevent_register (Event Registry)
|
+-- sysevent_email_action (Email Notifications)
|
+-- sysevent_email_template (Email Templates)
+-- sys_script_email (Mail Scripts)
+-- cmn_notif_message (Notification Messages)
Notification Types
| Type | Trigger | Use Case |
|---|---|---|
| Event-based | System/custom events | Standard approach - decoupled, reusable |
| Direct | Record conditions | Quick setup - tightly coupled to conditions |
| Workflow | Workflow activity | Part of workflow orchestration |
| Script | GlideEmailOutbound | Programmatic - full control |
Key Tables Reference
| Table | Purpose |
|---|---|
| sysevent_email_action | Email notification definitions |
| sysevent_email_template | Email body templates |
| sysevent_register | Event definitions |
| sys_script_email | Mail scripts for recipients |
| sys_email | Email log (sent/failed) |
| cmn_notif_message | Notification message store |
| cmn_notif_device | User notification devices |
Procedure
Step 1: Understand Event-Based vs Direct Notifications
Event-Based Notifications (Recommended):
- Triggered by events (e.g.,
incident.assigned,change.approval.rejected) - Decoupled from business rules
- Can have multiple notifications per event
- Better for complex, reusable notification logic
Direct Notifications:
- Triggered directly by record conditions
- Simpler to set up
- Tightly coupled to specific conditions
- Good for one-off notifications
Step 2: Query Existing Events
Before creating notifications, understand available events.
Query Event Registry:
Tool: SN-Query-Table
Parameters:
table_name: sysevent_register
query: table=incident
fields: sys_id,event_name,table,description,fired_by
limit: 50
Common System Events:
| Event | Table | Trigger |
|---|---|---|
| incident.assigned | incident | Incident assigned to user/group |
| incident.commented | incident | Comment added |
| incident.resolved | incident | Incident resolved |
| incident.reopened | incident | Incident reopened |
| change.approval.rejected | change_request | Change approval rejected |
| change.itil.approval.rejected | change_request | ITIL change rejected |
| sc_request.approved | sc_request | Request approved |
| sla.warning | task_sla | SLA warning threshold |
| sla.breached | task_sla | SLA breached |
| approval.inserted | sysapproval_approver | Approval record created |
| task.assigned | task | Task assigned |
Step 3: Create Custom Event (Optional)
If no existing event matches your needs, create a custom event.
Create Event Registration:
Tool: SN-Create-Record
Parameters:
table_name: sysevent_register
data:
event_name: "x_custom.incident.escalated"
table: "incident"
description: "Fired when incident is escalated to management"
fired_by: "Business Rule: Incident Escalation"
Fire Event from Business Rule:
// In business rule script
if (current.escalation.changes() && current.escalation > 0) {
gs.eventQueue('x_custom.incident.escalated', current, current.assigned_to, current.assignment_group);
}
Fire Event via Background Script:
Tool: SN-Execute-Background-Script
Parameters:
script: |
var inc = new GlideRecord('incident');
inc.get('number', 'INC0010001');
if (inc.isValidRecord()) {
gs.eventQueue('x_custom.incident.escalated', inc, inc.assigned_to.toString(), inc.assignment_group.toString());
gs.info('Event fired for: ' + inc.number);
}
description: "Fire custom escalation event for testing"
Step 4: Create Email Notification
Basic Event-Based Notification:
Tool: SN-Create-Record
Parameters:
table_name: sysevent_email_action
data:
name: "Incident Escalation Alert"
event_name: "x_custom.incident.escalated"
sys_domain: "global"
collection: "incident"
active: true
# Subject
subject: "URGENT: Incident ${number} Escalated - ${short_description}"
# Recipients
send_to_event_creator: false
recipient_users: [user_sys_id] # Specific users
recipient_groups: [group_sys_id] # Groups
send_to_event_parm_1: true # gs.eventQueue parm1 (assigned_to)
send_to_event_parm_2: true # gs.eventQueue parm2 (assignment_group)
# Content
content_type: "text/html"
message_html: |
<html>
<body>
<h2>Incident Escalated</h2>
<p>The following incident has been escalated and requires immediate attention:</p>
<table border="1" cellpadding="5">
<tr><td><b>Number:</b></td><td>${number}</td></tr>
<tr><td><b>Priority:</b></td><td>${priority}</td></tr>
<tr><td><b>Description:</b></td><td>${short_description}</td></tr>
<tr><td><b>Assigned To:</b></td><td>${assigned_to}</td></tr>
<tr><td><b>Assignment Group:</b></td><td>${assignment_group}</td></tr>
<tr><td><b>Escalation Level:</b></td><td>${escalation}</td></tr>
</table>
<p><a href="${URI_REF}">View Incident</a></p>
</body>
</html>
Direct (Condition-Based) Notification:
Tool: SN-Create-Record
Parameters:
table_name: sysevent_email_action
data:
name: "High Priority Incident Created"
# No event_name - uses conditions instead
sys_domain: "global"
collection: "incident"
action_insert: true
action_update: false
action_delete: false
condition: "priority=1^state=1" # P1, New state
active: true
subject: "P1 Incident Created: ${number}"
send_to_event_parm_1: true
content_type: "text/html"
message_html: |
<h2>Priority 1 Incident Created</h2>
<p>A new Priority 1 incident requires immediate attention.</p>
<p><b>Number:</b> ${number}</p>
<p><b>Description:</b> ${short_description}</p>
<p><a href="${URI_REF}">View Incident</a></p>
Step 5: Configure Recipients
Recipient Options in sysevent_email_action:
| Field | Purpose |
|---|---|
recipient_users |
Specific user sys_ids (comma-separated) |
recipient_groups |
Group sys_ids - emails all members |
send_to_event_creator |
User who triggered event |
send_to_event_parm_1 |
First parameter from gs.eventQueue |
send_to_event_parm_2 |
Second parameter from gs.eventQueue |
recipient_fields |
Record field containing user reference |
send_self |
Send to user who made change |
exclude_delegates |
Skip delegate users |
email_template |
Reference to reusable template |
Field-Based Recipients:
Tool: SN-Update-Record
Parameters:
table_name: sysevent_email_action
sys_id: [notification_sys_id]
data:
recipient_fields: "assigned_to,opened_by,caller_id" # Comma-separated fields
Group Recipients:
Tool: SN-Update-Record
Parameters:
table_name: sysevent_email_action
sys_id: [notification_sys_id]
data:
recipient_groups: [group1_sys_id],[group2_sys_id]
Step 6: Create Mail Script for Dynamic Recipients
Mail scripts allow complex recipient logic beyond simple field references.
Create Mail Script:
Tool: SN-Create-Record
Parameters:
table_name: sys_script_email
data:
name: "Get On-Call Manager"
description: "Returns the on-call manager for the assignment group"
script: |
// Mail script to find on-call manager
// 'current' is the record, 'email' is the GlideEmailOutbound object
(function runMailScript(current, template, email, email_action, event) {
// Get on-call rotation for assignment group
var GlideRecord('on_call_rotation');
oncall.addQuery('group', current.assignment_group);
oncall.addQuery('active', true);
oncall.query();
if (oncall.next()) {
// Add on-call user as recipient
var user = new GlideRecord('sys_user');
user.get(oncall.user);
if (user.isValidRecord() && user.email) {
email.addAddress('to', user.email, user.name);
gs.info('Mail script: Added recipient ' + user.email);
}
}
// Optionally add escalation manager
if (current.escalation > 1) {
var manager = current.assignment_group.manager;
if (manager && manager.email) {
email.addAddress('cc', manager.email, manager.name);
}
}
})(current, template, email, email_action, event);
Associate Mail Script with Notification:
Tool: SN-Update-Record
Parameters:
table_name: sysevent_email_action
sys_id: [notification_sys_id]
data:
sys_script_mail: [mail_script_sys_id]
Advanced Mail Script - Manager Hierarchy:
Tool: SN-Create-Record
Parameters:
table_name: sys_script_email
data:
name: "Get Manager Chain"
description: "Adds manager hierarchy up to specified levels"
script: |
(function runMailScript(current, template, email, email_action, event) {
var MAX_LEVELS = 3;
var userId = current.assigned_to.toString();
for (var level = 0; level < MAX_LEVELS && userId; level++) {
var user = new GlideRecord('sys_user');
user.get(userId);
if (user.isValidRecord() && user.manager) {
var manager = new GlideRecord('sys_user');
manager.get(user.manager);
if (manager.isValidRecord() && manager.email) {
email.addAddress('cc', manager.email, manager.name);
userId = manager.sys_id.toString();
} else {
break;
}
} else {
break;
}
}
})(current, template, email, email_action, event);
Step 7: Create Email Template
Email templates allow reusable HTML/text formatting.
Create Email Template:
Tool: SN-Create-Record
Parameters:
table_name: sysevent_email_template
data:
name: "Incident Alert Template"
description: "Standard template for incident notifications"
subject: "${number}: ${short_description}"
message_html: |
<!DOCTYPE html>
<html>
<head>
<style>
body { font-family: Arial, sans-serif; }
.header { background-color: #1a73e8; color: white; padding: 20px; }
.content { padding: 20px; }
.details { border-collapse: collapse; width: 100%; }
.details td { border: 1px solid #ddd; padding: 10px; }
.label { background-color: #f5f5f5; font-weight: bold; width: 30%; }
.footer { background-color: #f5f5f5; padding: 15px; font-size: 12px; }
.button { background-color: #1a73e8; color: white; padding: 10px 20px; text-decoration: none; border-radius: 4px; }
</style>
</head>
<body>
<div class="header">
<h1>Incident Alert</h1>
</div>
<div class="content">
<p>An incident requires your attention:</p>
<table class="details">
<tr>
<td class="label">Number</td>
<td>${number}</td>
</tr>
<tr>
<td class="label">Priority</td>
<td>${priority}</td>
</tr>
<tr>
<td class="label">State</td>
<td>${state}</td>
</tr>
<tr>
<td class="label">Description</td>
<td>${short_description}</td>
</tr>
<tr>
<td class="label">Assigned To</td>
<td>${assigned_to}</td>
</tr>
<tr>
<td class="label">Assignment Group</td>
<td>${assignment_group}</td>
</tr>
<tr>
<td class="label">Opened</td>
<td>${opened_at}</td>
</tr>
</table>
<p style="margin-top: 20px;">
<a href="${URI_REF}" class="button">View Incident</a>
</p>
</div>
<div class="footer">
<p>This is an automated notification from ServiceNow.</p>
<p>Do not reply to this email.</p>
</div>
</body>
</html>
message: |
Incident Alert
Number: ${number}
Priority: ${priority}
State: ${state}
Description: ${short_description}
Assigned To: ${assigned_to}
Assignment Group: ${assignment_group}
View Incident: ${URI_REF}
This is an automated notification.
collection: "incident"
Associate Template with Notification:
Tool: SN-Update-Record
Parameters:
table_name: sysevent_email_action
sys_id: [notification_sys_id]
data:
email_template: [template_sys_id]
# Clear inline content if using template
message_html: ""
message: ""
Step 8: Email Variable Syntax
Standard Field Variables:
${field_name} - Display value of field
${field_name.name} - Reference field's name
${field_name.email} - Reference field's email
${field_name.sys_id} - Reference field's sys_id
${number} - Incident number
${short_description} - Short description
${priority} - Priority display value
${state} - State display value
Special Variables:
${URI} - Record URI path only
${URI_REF} - Full URL to record
${mailto:email} - Mailto link
${event.parm1} - First event parameter
${event.parm2} - Second event parameter
${current} - Current record reference
${gs.getProperty('name')} - System property value
Conditional Content (Mail Script Required):
// In notification body script or template script
if (current.priority == 1) {
template.print('<span style="color: red; font-weight: bold;">CRITICAL</span>');
} else {
template.print('<span>' + current.priority.getDisplayValue() + '</span>');
}
Iterating Over Related Records:
// Show related tasks in notification
template.print('<h3>Related Tasks:</h3>');
template.print('<ul>');
var tasks = new GlideRecord('sc_task');
tasks.addQuery('request_item', current.sys_id);
tasks.query();
while (tasks.next()) {
template.print('<li>' + tasks.number + ' - ' + tasks.short_description + '</li>');
}
template.print('</ul>');
Step 9: Add Attachments
Include Record Attachments:
Tool: SN-Update-Record
Parameters:
table_name: sysevent_email_action
sys_id: [notification_sys_id]
data:
include_attachments: true
Programmatic Attachment via Mail Script:
Tool: SN-Create-Record
Parameters:
table_name: sys_script_email
data:
name: "Attach Report PDF"
description: "Attaches a generated report to the email"
script: |
(function runMailScript(current, template, email, email_action, event) {
// Get attachment from related record
var attach = new GlideRecord('sys_attachment');
attach.addQuery('table_name', 'incident');
attach.addQuery('table_sys_id', current.sys_id);
attach.addQuery('content_type', 'CONTAINS', 'pdf');
attach.query();
while (attach.next()) {
// Add each PDF attachment
var gsa = new GlideSysAttachment();
var content = gsa.getContentBase64(attach);
email.addAttachment(attach.file_name, attach.content_type, content);
}
})(current, template, email, email_action, event);
Step 10: Configure SMS Notifications
SMS notifications require the SMS plugin and carrier configuration.
Check SMS Capability:
Tool: SN-Query-Table
Parameters:
table_name: sys_plugins
query: name=com.snc.sms
fields: sys_id,name,active
Create SMS Notification:
Tool: SN-Create-Record
Parameters:
table_name: sysevent_email_action
data:
name: "P1 Incident SMS Alert"
event_name: "incident.assigned"
sys_domain: "global"
collection: "incident"
condition: "priority=1"
active: true
# SMS specific
sms_alternate: true # Enable SMS option
subject: "P1: ${number}" # SMS subject (carrier dependent)
message: "P1 Incident ${number}: ${short_description}. Priority: ${priority}. View: ${URI_REF}"
content_type: "text/plain"
# Recipients
send_to_event_parm_1: true
Configure SMS for User:
Tool: SN-Query-Table
Parameters:
table_name: cmn_notif_device
query: user=[user_sys_id]^type=SMS
fields: sys_id,phone_number,carrier,active
Step 11: Configure Push Notifications
Push notifications require the mobile plugin and device registration.
Create Push Notification:
Tool: SN-Create-Record
Parameters:
table_name: sysevent_email_action
data:
name: "Approval Required Push"
event_name: "approval.inserted"
collection: "sysapproval_approver"
active: true
# Push specific
push_message_only: true # Send push only, no email
subject: "Approval Required"
message: "You have a new approval request: ${document_id.short_description}"
# Recipients
recipient_fields: "approver"
Query User's Push Devices:
Tool: SN-Query-Table
Parameters:
table_name: cmn_notif_device
query: user=[user_sys_id]^type=Push
fields: sys_id,device_name,active,last_registration
Step 12: Notification Conditions and Filtering
Advanced Condition Examples:
| Condition | Purpose |
|---|---|
priority=1^state!=6 |
P1, not resolved |
active=true^assigned_toISEMPTY |
Active, unassigned |
sys_created_onONToday@javascript:gs.beginningOfToday()@javascript:gs.endOfToday() |
Created today |
priority.changes()=true |
Priority field changed |
state.changesFrom(1)^state.changesTo(2) |
State changed from New to In Progress |
Condition Script (Advanced):
Tool: SN-Update-Record
Parameters:
table_name: sysevent_email_action
sys_id: [notification_sys_id]
data:
advanced_condition: |
// Return true to send notification, false to skip
function advancedCondition() {
// Don't notify if CI is in maintenance window
if (current.cmdb_ci && current.cmdb_ci.maintenance) {
return false;
}
// Only notify during business hours
var now = new GlideDateTime();
var hour = now.getLocalTime().getHourOfDayLocalTime();
if (hour < 8 || hour > 18) {
return false; // Outside business hours
}
// Check if user has opted out
var prefs = new GlideRecord('sys_user_preference');
prefs.addQuery('user', current.assigned_to);
prefs.addQuery('name', 'notification.incident.optout');
prefs.addQuery('value', 'true');
prefs.query();
if (prefs.next()) {
return false;
}
return true;
}
advancedCondition();
Step 13: Weight and Priority
Control notification frequency and importance.
Set Notification Weight:
Tool: SN-Update-Record
Parameters:
table_name: sysevent_email_action
sys_id: [notification_sys_id]
data:
weight: 10 # Higher weight = higher priority
digest: false # true = batch into digest
digest_interval: "" # hourly, daily if digest=true
omit_watermark: false # Watermark prevents duplicates
Digest Configuration:
Tool: SN-Create-Record
Parameters:
table_name: sysevent_email_action
data:
name: "Daily Incident Summary"
event_name: "incident.created"
collection: "incident"
active: true
digest: true
digest_interval: "daily"
digest_template: [digest_template_sys_id]
subject: "Daily Incident Summary - ${digest.count} incidents"
Troubleshooting Email Delivery
Step 1: Check Email Log
Query Recent Emails:
Tool: SN-Query-Table
Parameters:
table_name: sys_email
query: type=send-ready^ORtype=sent^ORtype=send-error^sys_created_onONToday@javascript:gs.beginningOfToday()@javascript:gs.endOfToday()
fields: sys_id,type,recipients,subject,sys_created_on,error,mailbox
limit: 50
orderBy: sys_created_on
orderByDesc: true
Email Status Types:
| Type | Meaning |
|---|---|
| send-ready | Queued for sending |
| sent | Successfully sent |
| send-error | Send failed |
| received | Inbound email |
| received-error | Inbound processing error |
| draft | Pending approval |
| ignored | Skipped by rule |
Find Failed Emails:
Tool: SN-Query-Table
Parameters:
table_name: sys_email
query: type=send-error^sys_created_onONLast 7 days@javascript:gs.daysAgoStart(7)@javascript:gs.daysAgoEnd(0)
fields: sys_id,recipients,subject,error,sys_created_on
limit: 100
Step 2: Check Event Queue
Query Event Queue:
Tool: SN-Query-Table
Parameters:
table_name: sysevent
query: name=x_custom.incident.escalated^sys_created_onONToday@javascript:gs.beginningOfToday()@javascript:gs.endOfToday()
fields: sys_id,name,instance,parm1,parm2,state,sys_created_on
limit: 50
Event States:
| State | Meaning |
|---|---|
| ready | Queued for processing |
| processed | Successfully processed |
| error | Processing failed |
Step 3: Verify Notification Configuration
Check Notification Is Active:
Tool: SN-Query-Table
Parameters:
table_name: sysevent_email_action
query: sys_id=[notification_sys_id]
fields: name,active,event_name,condition,recipient_users,recipient_groups,recipient_fields
Verify Event Registration:
Tool: SN-Query-Table
Parameters:
table_name: sysevent_register
query: event_name=[your_event_name]
fields: sys_id,event_name,table,description
Step 4: Test Notification
Fire Test Event:
Tool: SN-Execute-Background-Script
Parameters:
script: |
// Test notification by firing event
var inc = new GlideRecord('incident');
inc.addQuery('active', true);
inc.setLimit(1);
inc.query();
if (inc.next()) {
gs.eventQueue('x_custom.incident.escalated', inc, inc.assigned_to.toString(), inc.assignment_group.toString());
gs.info('Test event fired for: ' + inc.number);
}
description: "Fire test notification event"
Check Email Generation:
Tool: SN-Query-Table
Parameters:
table_name: sys_email
query: recipients=[test_email]^ORsubjectLIKE[incident_number]^sys_created_onONLast hour@javascript:gs.hoursAgoStart(1)@javascript:gs.hoursAgoEnd(0)
fields: sys_id,type,recipients,subject,body,error
Common Issues
Notification Not Firing
Symptom: No email generated after record change Causes:
- Notification inactive
- Condition not matched
- Event not registered
- No recipients defined
Solution:
Tool: SN-Query-Table
Parameters:
table_name: sysevent_email_action
query: collection=incident^active=true
fields: name,event_name,condition,active,recipient_users,recipient_groups
Recipients Not Receiving Email
Symptom: Email shows as sent but users don't receive Causes:
- User email address invalid/missing
- User notification preferences disabled
- Email blocked by spam filter
- Incorrect recipient configuration
Solution:
Tool: SN-Query-Table
Parameters:
table_name: sys_user
query: sys_id=[user_sys_id]
fields: email,notification,active
Check user notification preferences:
Tool: SN-Query-Table
Parameters:
table_name: cmn_notif_message
query: user=[user_sys_id]
fields: notification,device,state
Email Shows as send-error
Symptom: Emails fail with error status Causes:
- SMTP server configuration
- Invalid email addresses
- Mail server rejection
- Attachment too large
Solution: Check the error field in sys_email record for specific error message.
Variables Not Resolving
Symptom: Email shows ${field_name} literally instead of value
Causes:
- Incorrect variable syntax
- Field doesn't exist on table
- Null/empty field value
Solution: Verify field exists:
Tool: SN-Get-Table-Schema
Parameters:
table_name: incident
Tool Usage Summary
MCP Tools (Preferred)
| Tool | Purpose |
|---|---|
SN-Query-Table |
Query notifications, events, email logs |
SN-Create-Record |
Create notifications, templates, mail scripts |
SN-Update-Record |
Modify notification configuration |
SN-Get-Table-Schema |
Verify available fields for variables |
SN-Execute-Background-Script |
Fire test events, debug |
REST API (Alternative)
| Endpoint | Method | Purpose |
|---|---|---|
/api/now/table/sysevent_email_action |
GET/POST | Query/create notifications |
/api/now/table/sysevent_email_template |
GET/POST | Query/create templates |
/api/now/table/sys_script_email |
POST | Create mail scripts |
/api/now/table/sys_email |
GET | Check email log |
/api/now/table/sysevent_register |
GET/POST | Manage events |
Best Practices
- Use Events: Prefer event-based over direct notifications for decoupling
- Template Reuse: Create templates for consistent formatting across notifications
- Test in Sub-Production: Always test notifications in dev/test first
- Monitor Email Queue: Regularly check sys_email for send-error records
- User Preferences: Respect user notification opt-out settings
- Business Hours: Consider time zones and business hours for non-critical alerts
- HTML + Plain Text: Provide both for maximum compatibility
- Avoid Spam: Use digest for high-frequency events
- Watermarks: Keep watermarks enabled to prevent duplicate notifications
- Document Events: Add descriptions to custom events for maintainability
Examples
Example 1: Complete P1 Incident Notification
# 1. Register custom event
Tool: SN-Create-Record
Parameters:
table_name: sysevent_register
data:
event_name: "incident.p1.created"
table: "incident"
description: "Fired when Priority 1 incident is created"
# 2. Create notification
Tool: SN-Create-Record
Parameters:
table_name: sysevent_email_action
data:
name: "P1 Incident Alert - All Hands"
event_name: "incident.p1.created"
collection: "incident"
active: true
weight: 100
subject: "[URGENT] P1 Incident: ${number} - ${short_description}"
content_type: "text/html"
message_html: |
<h1 style="color: #d32f2f;">Priority 1 Incident Created</h1>
<p>A critical incident requires immediate attention.</p>
<table>
<tr><td><b>Number:</b></td><td>${number}</td></tr>
<tr><td><b>Description:</b></td><td>${short_description}</td></tr>
<tr><td><b>Caller:</b></td><td>${caller_id}</td></tr>
<tr><td><b>Assignment Group:</b></td><td>${assignment_group}</td></tr>
</table>
<p><a href="${URI_REF}">View Incident Now</a></p>
recipient_groups: [incident_managers_group_sys_id]
send_to_event_parm_1: true
send_to_event_parm_2: true
# 3. Create business rule to fire event
# (Create via UI or background script)
Example 2: Approval Request Notification with Mail Script
# 1. Create mail script for manager chain
Tool: SN-Create-Record
Parameters:
table_name: sys_script_email
data:
name: "CC Manager Chain"
script: |
(function runMailScript(current, template, email, email_action, event) {
// Get requested_for user
var reqFor = current.document_id.requested_for;
if (reqFor) {
var user = new GlideRecord('sys_user');
user.get(reqFor);
// Add manager as CC
if (user.manager && user.manager.email) {
email.addAddress('cc', user.manager.email.toString(), user.manager.name.toString());
}
}
})(current, template, email, email_action, event);
# 2. Create notification with mail script
Tool: SN-Create-Record
Parameters:
table_name: sysevent_email_action
data:
name: "Approval Request - With Manager CC"
event_name: "approval.inserted"
collection: "sysapproval_approver"
active: true
subject: "Approval Required: ${document_id.number}"
recipient_fields: "approver"
sys_script_mail: [mail_script_sys_id]
message_html: |
<h2>Approval Request</h2>
<p>You have a pending approval request.</p>
<p><b>Request:</b> ${document_id.number}</p>
<p><b>Requested By:</b> ${document_id.requested_for}</p>
<p><a href="${URI_REF}">Approve/Reject</a></p>
Example 3: SLA Breach Warning
Tool: SN-Create-Record
Parameters:
table_name: sysevent_email_action
data:
name: "SLA Warning - 75% Elapsed"
event_name: "sla.warning"
collection: "task_sla"
active: true
condition: "percentage>=75^percentage<100"
subject: "SLA Warning: ${task.number} at ${percentage}%"
recipient_fields: "task.assigned_to"
content_type: "text/html"
message_html: |
<h2 style="color: #ff9800;">SLA Warning</h2>
<p>The following task is approaching SLA breach:</p>
<table>
<tr><td><b>Task:</b></td><td>${task.number}</td></tr>
<tr><td><b>SLA:</b></td><td>${sla.name}</td></tr>
<tr><td><b>Percentage:</b></td><td>${percentage}%</td></tr>
<tr><td><b>Time Remaining:</b></td><td>${business_time_left}</td></tr>
</table>
<p><a href="${task.URI_REF}">View Task</a></p>
Related Skills
admin/workflow-creation- Workflow-triggered notificationscatalog/approval-workflows- Approval notificationsitsm/incident-lifecycle- Incident notification triggersadmin/script-execution- Testing notifications via scripts