To create a new email notification in ServiceNow for users affected by network outages, you must navigate to the Notifications module under System Notification.
Steps to Create a New Notification:
Navigate to:
System Notification > Email > Notifications
Click New to create a new notification.
Configure the notification with the following:
Name: "Network Outage Notification"
Table: Select the relevant table (e.g., Incident, Task)
When to Send: Define the trigger (e.g., when an Incident is created or updated with a Network Outage category).
Who Will Receive: Specify affected users.
Message Content: Create the email subject and body using dynamic fields (such as affected user's site).
Save and test the notification.
Why is the Correct Answer "System Notification > Email > Notifications"?
Notifications are managed in System Notification.
The Notifications module allows you to configure email triggers, recipients, conditions, and templates for system alerts.
Why Not the Other Options?
B . Administration > Notification Overview: ❌ No such module in ServiceNow.
C . System Properties > Email > Settings: ❌ This configures email server settings, not individual notifications.
D . User Preferences > Email > Notifications: ❌ User preferences only enable or disable personal notifications, not create new ones.
E . Click Gear > Notifications > New: ❌ The gear icon does not provide access to email notifications.
Reference from the Certified System Administrator (CSA) Official Documentation:
Creating and Managing Email Notifications in ServiceNow: ServiceNow Docs ServiceNow Notification Configuration Guide By using System Notification > Email > Notifications, administrators can create a targeted email notification to alert users of network outages effectively.