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You're reading from ServiceNow: Building Powerful Workflows Automating IT Service Management

Product type Course

Published in Aug 2017

Publisher Packt

ISBN-13 9781788628730

Length 1330 pages

Edition 1st Edition

Languages

JavaScript

Tools

ServiceNow

Concepts

IT Service Management

Authors (3):

Tim Woodruff

Martin Wood

Ashish Rudra Srivastava

View More author details

Table of Contents (39) Chapters

Title Page

Credits

Preface

1. Module 1 FREE CHAPTER

Learning ServiceNow

2. The Interface

3. Lists and Forms

4. UI Customization

5. Understanding Data and Relationships

6. Tasks and Workflows

7. UI and Data Policies

8. User Administration and Security

9. Introduction to Scripting

10. The Server-side Glide API

11. The Client-side Glide API

12. Server-side Scripting

13. Client-side Scripting

14. Debugging

15. Pro Tips

16. Module 2

ServiceNow Cookbook

17. Getting Started with Service-Now

18. Performing Core Configuration and Management Tasks

19. Building Data-Driven Application

20. Configuring Alerts and Notifications

21. Building and Configuring Reports

22. Creating and Configuring Workflow Activities

23. Auditing and Diagnosing Service-Now

24. Module 3

Mastering ServiceNow

25. ServiceNow Foundations

26. Developing Custom Applications

27. Server-Side Control

28. Client-Side Interaction

29. Getting Things Done with Tasks

30. Events, Notifications, and Reporting

31. Exchanging Data – Import Sets, Web Services, and other Integrations

32. Securing Applications and Data

33. Diagnosing ServiceNow – Knowing What Is Going On

34. Packaging with Applications, Update Sets, and Upgrades

35. Making ServiceNow Beautiful with Service Portal and Custom Interfaces

36. Bibliography

Delivering an e-mail

As you can see from the following list, there are a great many steps that the instance goes through to send an e-mail. Some may be skipped or delivered as a shortcut, depending on the situation, but an e-mail may not be sent if any one goes wrong!

A record is updated: Most notifications are triggered when a task changes state or a comment is added. Use the debugging techniques discussed in Chapter 9, Diagnosing ServiceNow – Knowing What Is Going On, to determine what is changing.

Note

The next two steps may not be used if the notification does not use events.

An event is fired: A business rule may fire an event. Look under System Policy > Events > Event Log to see whether it was fired.
The event is processed: A scheduled job will process each event in turn. Look in the Event Log and ensure that all events have their state changed to Processed.
An e-mail notification is processed: The event is associated with an e-mail notification or the e-mail notification uses the...