This article provides information on how to send an e-mail alert from Service Now, about an incident, to users.

How to send an e-mail alert from Service Now, about an incident, to users. This feature was introduced from Junos Space 1.1.

Customers can be notified by e-mail about incidents and incident updates, for example - a case based on the incident is submitted. To do this, the particular incident needs to be selected from Service Now > Incidents ; right-click the incident and select the Flag to Users option. Once this is done, a list of configured users will be listed, as shown in the following image. Only users who have the Service Admin role will be listed. Select the required user and make sure that the Email Incident to Flagged Users checkbox is selected; by default, it will be enabled. Now click Submit .



When this is done, if SMTP settings are properly configured under Service Now > Administration-Global Settings , the email address associated with this user will be sent a mail about the occurrence of the incident. The Flag column will display Y es , only when the user who has been flagged for the incident logs in. It will display No when other users login.

The following image illustrates a sample mail of a flagged incident: