How to Include Event Parameters in ServiceNow Email Notifications

When managing Service Level Agreements (SLAs) and automated notifications within ServiceNow, it's common to use event parameters to dynamically populate notification details. However, some users encounter confusion when trying to embed these parameters into email subjects or message bodies. This guide explains clearly how event parameters function within notifications and provides troubleshooting tips and best practices.

Understanding the Issue: Event Parameters in Notifications

Event parameters are valuable when capturing dynamic data in ServiceNow events. For instance, you might capture information such as assignment groups (parameter1) or the current SLA percentage (parameter2). However, problems arise when users attempt to insert these parameters directly into email notifications, often resulting in empty fields or unintended values, such as system IDs.

Common reasons why event parameters might fail to display correctly in email notifications include:

• Using incorrect syntax or parameter names.

• Parameters not properly populated in the event workflow.

• Incorrect or missing workflow logic.

  
  

Step-by-Step Solution for Adding Event Parameters to Notifications

Here is the verified solution for correctly adding event parameters into your ServiceNow notifications:

Step 1: Confirm Parameter Names and Syntax

The correct syntax for referencing event parameters in notification templates is as follows:

• Parameter 1: ${event.parm1}

• Parameter 2: ${event.parm2}

Ensure you're using parm, not param, as this minor typo can prevent your parameters from displaying correctly.

Example: If your event captures the SLA percentage in parameter2 and you wish to display this value in your notification subject, use:

Subject: SLA Alert - Your SLA has reached ${event.parm2}%

Step 2: Verify Parameter Values in Event Logs

If your parameters still aren't displaying as expected, check your event logs:

• Navigate to System Logs > Events.

• Find the relevant event and verify if parameter2 contains the correct value.

If the parameter is empty or incorrect, adjust your workflow logic accordingly.

Step 3: Adjust Your SLA Workflow

In cases where parameters are missing or incorrect:

• Open your SLA workflow.

• Confirm the event triggering step correctly populates parameter values.

• Save any workflow changes and re-test your event trigger.

  
  

Common Use Case Example

For instance, suppose your SLA workflow generates events with assignment group details and SLA completion percentages. You might configure an email notification like this:

Subject: 
Attention ${event.parm1} – SLA is now at ${event.parm2}%

Body:
Please review your assigned tasks. 
The SLA percentage is currently ${event.parm2}%.

This clearly communicates essential details to the recipients dynamically.

Alternative Approaches

If event parameters continue to cause issues, consider alternative methods:

• Create event scripts or business rules to populate custom fields, then reference these directly in notifications.

• Use workflow scratchpad variables for more controlled parameter management.

  
  

Conclusion

Incorporating event parameters into ServiceNow notifications streamlines communication and enhances clarity for stakeholders. Always ensure correct syntax (${event.parm2}), validate parameter population through event logs, and adjust workflows as necessary. If persistent issues occur, consider alternative approaches, such as script-based solutions, to reliably convey critical SLA information in your notifications.

By following these guidelines, ServiceNow administrators can enhance notification reliability, improve SLA management efficiency, and ensure timely, informative communication across their teams.