notifications

邮件通知开发

概述

本技能涵盖创建和管理 ServiceNow 邮件通知的完整流程：

• 了解通知类型（基于事件与直接触发）
• 使用恰当的触发条件创建邮件通知
• 使用动态内容构建邮件模板
• 编写邮件脚本以实现高级收件人逻辑
• 配置 SMS 和推送通知
• 排查投递问题

使用场景： 为记录变更、审批、SLA 超时、工作流活动或自定义业务事件构建自动通知。

前提条件

• 角色： admin、notification_admin 或 itil（用于查看）
• 访问权限： sysevent_email_action、sysevent_email_template、sys_script_email 表
• 知识要求： GlideRecord 基础知识、邮件概念、事件注册表
• 相关技能： 完成 admin/workflow-creation，以配置由工作流触发的通知

通知架构

核心表

sysevent_register (Event Registry)
    |
    +-- sysevent_email_action (Email Notifications)
            |
            +-- sysevent_email_template (Email Templates)
            +-- sys_script_email (Mail Scripts)
            +-- cmn_notif_message (Notification Messages)

通知类型

类型	触发方式	使用场景
基于事件	系统/自定义事件	标准方式——解耦且可复用
直接触发	记录条件	快速设置——与条件紧密耦合
工作流	工作流活动	工作流编排的一部分
脚本	GlideEmailOutbound	程序化方式——完全控制

关键表参考

表	用途
sysevent_email_action	邮件通知定义
sysevent_email_template	邮件正文模板
sysevent_register	事件定义
sys_script_email	收件人邮件脚本
sys_email	邮件日志（已发送/失败）
cmn_notif_message	通知消息存储
cmn_notif_device	用户通知设备

流程

第 1 步：了解基于事件的通知与直接触发的通知

基于事件的通知（推荐）：

• 由事件触发（例如，incident.assigned、change.approval.rejected）
• 与业务规则解耦
• 每个事件可以配置多个通知
• 更适用于复杂且可复用的通知逻辑

直接触发的通知：

• 直接由记录条件触发
• 设置更简单
• 与特定条件紧密耦合
• 适用于一次性通知

第 2 步：查询现有事件

创建通知前，先了解可用事件。

查询事件注册表：

Tool: SN-Query-Table
Parameters:
  table_name: sysevent_register
  query: table=incident
  fields: sys_id,event_name,table,description,fired_by
  limit: 50

常见系统事件：

事件	表	触发条件
incident.assigned	incident	事件分配给用户/群组
incident.commented	incident	添加评论
incident.resolved	incident	事件已解决
incident.reopened	incident	事件已重新打开
change.approval.rejected	change_request	变更审批被拒绝
change.itil.approval.rejected	change_request	ITIL 变更被拒绝
sc_request.approved	sc_request	请求已批准
sla.warning	task_sla	达到 SLA 警告阈值
sla.breached	task_sla	SLA 已超时
approval.inserted	sysapproval_approver	已创建审批记录
task.assigned	task	任务已分配

第 3 步：创建自定义事件（可选）

如果没有现有事件符合需求，请创建自定义事件。

创建事件注册：

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"

从业务规则触发事件：

// In business rule script
if (current.escalation.changes() && current.escalation > 0) {
    gs.eventQueue('x_custom.incident.escalated', current, current.assigned_to, current.assignment_group);
}

通过后台脚本触发事件：

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"

第 4 步：创建邮件通知

基于事件的基本通知：

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>

直接触发（基于条件）的通知：

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>

步骤 5：配置收件人

sysevent_email_action 中的收件人选项：

字段	用途
recipient_users	特定用户的 sys_id（以逗号分隔）
recipient_groups	组的 sys_id — 向所有成员发送邮件
send_to_event_creator	触发事件的用户
send_to_event_parm_1	gs.eventQueue 中的第一个参数
send_to_event_parm_2	gs.eventQueue 中的第二个参数
recipient_fields	包含用户引用的记录字段
send_self	发送给执行更改的用户
exclude_delegates	跳过代理用户
email_template	可复用模板的引用

基于字段的收件人：

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

组收件人：

Tool: SN-Update-Record
Parameters:
  table_name: sysevent_email_action
  sys_id: [notification_sys_id]
  data:
    recipient_groups: [group1_sys_id],[group2_sys_id]

步骤 6：创建用于动态收件人的邮件脚本

邮件脚本支持超出简单字段引用的复杂收件人逻辑。

创建邮件脚本：

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 oncall = new 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);

将邮件脚本关联到通知：

Tool: SN-Update-Record
Parameters:
  table_name: sysevent_email_action
  sys_id: [notification_sys_id]
  data:
    sys_script_mail: [mail_script_sys_id]

高级邮件脚本 — 管理者层级：

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);

步骤 7：创建邮件模板

邮件模板支持复用 HTML/文本格式。

创建邮件模板：

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"

将模板关联到通知：

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: ""

步骤 8：邮件变量语法

标准字段变量：

${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

特殊变量：

${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

条件内容（需要邮件脚本）：

// 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>');
}

遍历相关记录：

// 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>');

步骤 9：添加附件

包含记录附件：

Tool: SN-Update-Record
Parameters:
  table_name: sysevent_email_action
  sys_id: [notification_sys_id]
  data:
    include_attachments: true

通过邮件脚本以编程方式添加附件：

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);

步骤 10：配置短信通知

短信通知需要短信插件和运营商配置。

检查短信功能：

Tool: SN-Query-Table
Parameters:
  table_name: sys_plugins
  query: name=com.snc.sms
  fields: sys_id,name,active

创建短信通知：

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

为用户配置短信：

Tool: SN-Query-Table
Parameters:
  table_name: cmn_notif_device
  query: user=[user_sys_id]^type=SMS
  fields: sys_id,phone_number,carrier,active

步骤 11：配置推送通知

推送通知需要移动端插件和设备注册。

创建推送通知：

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"

查询用户的推送设备：

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

步骤 12：通知条件和筛选

高级条件示例：

条件	用途
priority=1^state!=6	P1，尚未解决
active=true^assigned_toISEMPTY	活跃、未分配
sys_created_onONToday@javascript:gs.beginningOfToday()@javascript:gs.endOfToday()	今天创建
priority.changes()=true	优先级字段已更改
state.changesFrom(1)^state.changesTo(2)	状态从 New 更改为 In Progress

条件脚本（高级）：

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();

步骤 13：权重和优先级

控制通知频率和重要性。

设置通知权重：

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

摘要配置：

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"

邮件投递故障排除

步骤 1：检查邮件日志

查询最近的邮件：

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

邮件状态类型：

类型	含义
send-ready	已排队等待发送
sent	已成功发送
send-error	发送失败
received	收件邮件
received-error	收件处理错误
draft	等待审批
ignored	已按规则跳过

查找发送失败的邮件：

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

步骤 2：检查事件队列

查询事件队列：

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

事件状态：

状态	含义
ready	已排队等待处理
processed	已成功处理
error	处理失败

步骤 3：验证通知配置

检查通知是否处于活动状态：

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

验证事件注册：

Tool: SN-Query-Table
Parameters:
  table_name: sysevent_register
  query: event_name=[your_event_name]
  fields: sys_id,event_name,table,description

步骤 4：测试通知

触发测试事件：

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"

检查邮件生成情况：

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

常见问题

通知未触发

症状： 更改记录后未生成邮件 原因：

1. 通知未激活
2. 条件不匹配
3. 事件未注册
4. 未定义收件人

解决方案：

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

收件人未收到电子邮件

**症状：**电子邮件显示已发送，但用户未收到 原因：

1. 用户的电子邮件地址无效或缺失
2. 用户已禁用通知偏好设置
3. 电子邮件被垃圾邮件过滤器拦截
4. 收件人配置不正确

解决方案：

Tool: SN-Query-Table
Parameters:
  table_name: sys_user
  query: sys_id=[user_sys_id]
  fields: email,notification,active

检查用户的通知偏好设置：

Tool: SN-Query-Table
Parameters:
  table_name: cmn_notif_message
  query: user=[user_sys_id]
  fields: notification,device,state

电子邮件显示为 send-error

**症状：**电子邮件发送失败，状态显示为错误 原因：

1. SMTP 服务配置
2. 电子邮件地址无效
3. 邮件服务拒绝发送
4. 附件过大

**解决方案：**检查 sys_email 记录中的 error 字段，查看具体错误信息。

变量未解析

**症状：**电子邮件中显示 ${field_name} 字面内容，而非对应的值 原因：

1. 变量语法不正确
2. 表中不存在该字段
3. 字段值为 null 或为空

**解决方案：**验证字段是否存在：

Tool: SN-Get-Table-Schema
Parameters:
  table_name: incident

工具使用摘要

MCP 工具（首选）

工具	用途
SN-Query-Table	查询通知、事件和电子邮件日志
SN-Create-Record	创建通知、模板和邮件脚本
SN-Update-Record	修改通知配置
SN-Get-Table-Schema	验证变量可用字段
SN-Execute-Background-Script	触发测试事件、进行调试

REST API（替代方案）

端点	方法	用途
/api/now/table/sysevent_email_action	GET/POST	查询／创建通知
/api/now/table/sysevent_email_template	GET/POST	查询／创建模板
/api/now/table/sys_script_email	POST	创建邮件脚本
/api/now/table/sys_email	GET	检查电子邮件日志
/api/now/table/sysevent_register	GET/POST	管理事件

最佳实践

• **使用事件：**优先使用基于事件的通知，而非直接通知，以实现解耦
• **重用模板：**创建模板，确保各通知格式一致
• **在非生产环境测试：**务必先在开发／测试环境中测试通知
• **监控电子邮件队列：**定期检查 sys_email 中的 send-error 记录
• **用户偏好设置：**尊重用户选择退出通知的设置
• **营业时间：**对于非关键警报，应考虑时区和营业时间
• **HTML + 纯文本：**同时提供两种格式，以实现最大兼容性
• **避免垃圾邮件：**对于高频事件，使用摘要
• **水印：**保持启用水印，以防止重复通知
• **记录事件文档：**为自定义事件添加说明，便于维护

示例

示例 1：完整的 P1 事件通知

# 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)

示例 2：使用邮件脚本的审批请求通知

# 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>

示例 3：SLA 违约警告

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>

相关技能

• admin/workflow-creation - 工作流触发的通知
• catalog/approval-workflows - 审批通知
• itsm/incident-lifecycle - 事件通知触发器
• admin/script-execution - 通过脚本测试通知

参考资料

• ServiceNow 电子邮件通知
• 电子邮件模板
• 邮件脚本
• 事件注册表
• 短信通知