Understanding Notification Timing and Recipients for ServiceNow Case-Related Notifications - Support and Troubleshooting

Understanding Notification Timing and Recipients for ServiceNow Case-Related Notifications Summary .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: block; max-width: ; width: auto; height: auto; } } Here are some details of the notifications of case management.

1. Case already closed email

The event of this notification is fired at the inbound email action: https://

2. Case closed for RP consumers 3. Case closed for RP contacts 4. Case commented for RP consumers 5. Case commented for RP contacts 6. Case resolved for RP consumers 7. Case resolved for RP contacts

The events of notifications above are fired at the script below. https://＜instance＞.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=43bc2b027782b010d3ef07dc7d5a9942

The first parameter of the event is the 'send to' of the notifications. It is dynamic, so not possible to tell until the event is created.

8. Customer Service Survey User Invite

The event is fired by the Business Rule 'Dispatch Survey Notification Event'. The survey should fulfill the conditions below:

ALL of the following conditions are met (AND logic): • trigger_id is not empty • metric_type.evaluation_method is “survey” • The user field is not empty • metric_type.notify_user is true • metric_type.sys_class_name is “asmt_metric_type” • The state field changes to “ready” OR • The value of the user field changes

The 'send to' is the first parameter of the event, which is the current.user field value of the survey instance record.

9. Send Case Email Reminders to consumers

This event is triggered by an OOTB flow. https://

10. Send Case Email Reminders to customers

This event is triggered by an OOTB flow as well. https://