Overview
ITS will be deploying updated ServiceNow email notification templates for Incident and Task tickets. This update focuses on improving the overall layout and readability of email notifications sent from ServiceNow.
Notifications impacted include:
- Ticket Opened
- Comment Added
- Completed / Resolved
These updates will not change how notifications are triggered or who receives them—only the formatting and presentation of the messages.
Benefit
The updated templates improve the clarity, consistency, and readability of ServiceNow notifications, making it easier for users to quickly understand ticket updates and next steps.
What to Expect
No disruption to ServiceNow functionality is expected. The standard ITS Service Desk signature has been removed to give agents flexibility to include their own closing in ticket communications.
Support
If you experience issues or need assistance, please contact the ITS Service Desk at service@sfsu.edu, visit our virtual service desk, or call 415-338-1420.