What Is Email Template in ServiceNow

Email communication is vital in today’s digital workplace, especially for IT service management and support processes. In ServiceNow—a powerful cloud-based platform designed for digital workflow automation—email templates play a key role in automating and personalizing notifications. But what exactly is an email template in ServiceNow, and why should you use it?

In this blog post, we’ll explore what email templates are, their significance in ServiceNow, the benefits they offer, and how you can create and manage them efficiently to improve communication in your organization.

Understanding Email Templates in ServiceNow

An email template in ServiceNow is a reusable format or layout used to send consistent and structured email messages. These templates allow you to define the subject, body, and formatting of emails that are triggered automatically by business rules, workflows, or notifications in the ServiceNow platform.

Instead of writing custom emails for each notification, you can use templates to create consistent messages that automatically pull in dynamic data from ServiceNow records using variables and scripting.

Key Components of an Email Template

• Subject Line: The title of the email, often with dynamic fields like ticket numbers or statuses (e.g., Incident ${number} Updated).
• Body (HTML or Plain Text): The main content with static text and dynamic variables (like ticket details).
• Variables/Placeholders: Use variables like ${short_description} or ${assigned_to.name}.
• Related Table: Ties the template to a ServiceNow table (like Incident or Change Request).
• Styles and Branding: HTML templates can include company branding, logos, and colors.

Why Use Email Templates in ServiceNow?

Consistency in Communication

Templates ensure all users receive notifications in a standardized format, improving clarity and professionalism.

Efficiency and Time-Saving

Create reusable templates once and use them across multiple notifications, reducing manual work.

Dynamic Content

Auto-populate variables from records to personalize emails with real-time information.

Scalability

Use templates across departments like IT, HR, or Facilities with minor adjustments.

Improved User Experience

Timely and clear communication through well-structured templates enhances user satisfaction.

Where Are Email Templates Used in ServiceNow?

Email templates are used in various scenarios such as:

• Incident, Problem, and Change Management
• Approvals and task assignments
• Password reset confirmations
• SLA breach alerts
• User onboarding/offboarding
• Custom workflow notifications

How to Create an Email Template in ServiceNow

Step 1: Navigate to the Email Template Module

Go to: System Notification > Email > Templates and click “New.”

Step 2: Fill in the Template Fields

• Name: e.g., “Incident Resolved Notification.”
• Table: Select the table like “Incident.”
• Subject: Use variables like Incident ${number} Resolved.
• Body: Use plain text or HTML with dynamic fields.
• Active: Make sure it’s checked.

Step 3: Use HTML (Optional)

Switch to HTML mode for professional-looking emails with branding elements.

Step 4: Save the Template

Click “Submit” or “Update” to save.

How to Use Email Templates in Notifications

1. Go to System Notification > Email > Notifications.
2. Select or create a notification.
3. Under “What will it contain?”, choose “Use email template” and select your template.
4. Set triggering conditions (e.g., “State changes to Resolved”).
5. Save the notification.

Best Practices for Using Email Templates

• Use Clear Subject Lines: Be specific and concise.
• Keep Messages Brief: Highlight key info and actions required.
• Test Before Deploying: Use test data or sandbox environments.
• Leverage HTML Wisely: Maintain accessibility and mobile-friendliness.
• Use Naming Conventions: Keep templates organized (e.g., INC_Close_Notification_Template).

Common Mistakes to Avoid

• Incorrect table selection (causes variable errors).
• Overly complex HTML (causes rendering issues).
• Not testing dynamic fields.
• Ignoring localization needs for global users.

Final Thoughts

Email templates in ServiceNow are a powerful tool for streamlining communication across IT and business processes. Whether you're notifying a user about an incident update or sending approval requests, templates ensure consistency, clarity, and automation.

By mastering email templates, ServiceNow administrators can dramatically enhance user experience, reduce workload, and enforce standardization across the organization.

If you're just getting started, begin by creating a simple template for common notifications like incident updates, and gradually evolve your strategy to include more complex use cases.