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Manage Your Email Notification and Device Preferences

Number of views : 8
Article Number : KB0014468
Published on : 2019-02-20
Last modified : 2020-05-06 21:51:30
Knowledge Base : ServiceNow - Public Self Help

This article will outline how to customize your notification preferences in ServiceNow, as well as how to ensure your ServiceNow notifications are sent to the desired email address and/or device.

Contents


How To Manage Your Notification Preferences in ServiceNow

Step #1: Go to https://ut.service-now.com/ and log-in

Step #2: 

If you are using UI 16 (Helsinki), click on your name at the top right corner of your screen and select Profile.

Step #3: Click on the blue link in the bottom left corner of the page that says Notification Preferences.

Step #4: Now you have the option to turn on or off notifications.

 

Step #5: Once your selections have been made click, Save at the top right corner of your screen to finish updating your preferences.

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How To Manage What Email Address Receives Notifications from ServiceNow

By default ServiceNow will send all fulfiller and customer notifications to the email address associated with your EID in TED. If you would like to receive your ServiceNow notifications at a different account, you have the following options.

 

Best Practice: Change Your Email Address in TED

Staff can update the email address associated with their EID by visiting UTDirect and selecting All My Addresses from the Personal Info category under Related Categories and Services. Verify the email address listed under Employee Records - E-mail Address is the address where you would like to receive notifications and click "Update This Address." It may take up to 2 hours for ServiceNow to process this update from TED>

Please note that the email address tied to your EID in TED is the account where you will receive official information from UT, as well as the address associated with your public directory listing.

 

Alternative Option: Change Primary Email Address in your ServiceNow Profile

**PLEASE NOTE** This option may cause issues due to conflicts with the data we receive from TED. To get the same results without the potential issues, turn off the notifications to your Primary Email and then follow the instructions below for How To Receive Notifications at Devices or Secondary Email Addresses.

Step #1: Go to https://ut.service-now.com/ and log-in

Step #2:

If you are using UI 16 (Helsinki), click on your name at the top right corner of your screen and select Profile.

Step #3: Click on the blue link in the bottom left corner of the page that says Notification Preferences.

Step #4: To change the email address associated with your ServiceNow account, click Primary Email.

Step #5: Enter the appropriate email address in the Email Address field and click Update or Save.

 

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How To Receive Notifications at Devices or Secondary Email Addresses

Step #1: Go to https://ut.service-now.com/ and log-in

Step #2: 

Click on your name at the top right corner of your screen and select Profile.

Step #3: Click on the blue link in the bottom left corner of the page that says Notification Preferences.

Step #4: Select New Device / Create New Device from the top right corner of the Notifications Preferences screen.

 

Step #5: Use the drop-down menu to choose whether the device you are adding should receive SMS (Text)Voice, or Email notifications. The required fields on the form will update to reflect your choice.

Step #6: Complete the required fields and click Submit or Save.

Step #7: The new device(s) will appear below the list of Primary Email notifications. Click the + button to select which notifications you would like to receive at that device/email.

 

Notifications Sent to Incorrect Email Address

See KB0016416 for information on troubleshooting notifications sent to the incorrect email address.

Learn More About Configuring Notifications

To learn more about configuring notifications, visit the ServiceNow wiki.

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