Incident email notifications
Use Operational Technology (OT) incident email notifications to alert users when changes are made to an incident.
The notifications are listed in the following table.
|
Notification name |
When to send |
Who receives it |
What it contains |
|---|---|---|---|
|
Incident commented |
When an extra comment is added |
Assigned to, Watch list |
Subject: <Incident #> - comment added Body: Comment added URL to the incident |
|
Incident opened and unassigned |
When the Assigned to field changes to empty and Active is true |
The one who opened the incident |
Subject: <Incident #> - is unassigned Body: Please identify someone to work on this incident URL to the incident |
|
Incident closed |
When the incident is closed |
Assignment group |
Subject: <Incident #> - is closed Body: Resolution Code and Resolution Notes |
|
Incident priority changed |
When triggered |
Assigned to, Assignment group, Watch list |
Subject: <Incident #> - priority changed Body: New priority: <priority> |
|
Incident resolved |
When the incident state changes to Resolved |
Caller, Watch list |
Subject: <Incident #> - is resolved Body: Resolution Code and Resolution Notes |
|
Incident assigned to my group |
When the Assignment Group field changes |
Assignment group, Watch list |
Subject: <Incident #> - is assigned to <assignment group> Body: Priority, Short description, Description URL to the incident |
|
Incident assigned to me |
When the Assigned to field changes |
Assigned to, Watch list |
Subject: <Incident #> - is assigned to you Body: Priority, Short description, Description URL to the incident |
|
Incident opened for me |
When a new incident is created |
Caller |
Subject: <Incident #> - is opened on your request Body: Priority, Short description, Description URL to the incident |
|
Incident state changed |
When the state of the incident changes |
Assigned to, Watch list |
Subject: <Incident #> - State changed Body: Short description, Old State, New State URL to the incident |
--- title: Incident email notifications description: Use Operational Technology \(OT\) incident email notifications to alert users when changes are made to an incident. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/operational-technology/operational-technology-incident-management/ot-incident-notifications.html release: australia product: Operational Technology Incident Management classification: operational-technology-incident-management topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Use, Operational Technology Incident Management, Operational Technology] --- # Incident email notifications Use Operational Technology \(OT\) incident email notifications to alert users when changes are made to an incident. The notifications are listed in the following table. <table id="table_wfl_4ms_bwb"><thead><tr><th> Notification name </th><th> When to send </th><th> Who receives it </th><th> What it contains </th></tr></thead><tbody><tr><td> Incident commented </td><td> When an extra comment is added </td><td> Assigned to, Watch list </td><td> Subject: <Incident \#> - comment added Body: Comment added URL to the incident </td></tr><tr><td> Incident opened and unassigned </td><td> When the **Assigned to** field changes to empty and **Active** is true </td><td> The one who opened the incident </td><td> Subject: <Incident \#> - is unassigned Body: Please identify someone to work on this incident URL to the incident </td></tr><tr><td> Incident closed </td><td> When the incident is closed </td><td> Assignment group </td><td> Subject: <Incident \#> - is closed Body: Resolution Code and Resolution Notes </td></tr><tr><td> Incident priority changed </td><td> When triggered </td><td> Assigned to, Assignment group, Watch list </td><td> Subject: <Incident \#> - priority changed Body: New priority: <priority> </td></tr><tr><td> Incident resolved </td><td> When the incident state changes to **Resolved** </td><td> Caller, Watch list </td><td> Subject: <Incident \#> - is resolved Body: Resolution Code and Resolution Notes </td></tr><tr><td> Incident assigned to my group </td><td> When the **Assignment Group** field changes </td><td> Assignment group, Watch list </td><td> Subject: <Incident \#> - is assigned to <assignment group> Body: Priority, Short description, Description URL to the incident </td></tr><tr><td> Incident assigned to me </td><td> When the **Assigned to** field changes </td><td> Assigned to, Watch list </td><td> Subject: <Incident \#> - is assigned to you Body: Priority, Short description, Description URL to the incident </td></tr><tr><td> Incident opened for me </td><td> When a new incident is created </td><td> Caller </td><td> Subject: <Incident \#> - is opened on your request Body: Priority, Short description, Description URL to the incident </td></tr><tr><td> Incident state changed </td><td> When the state of the incident changes </td><td> Assigned to, Watch list </td><td> Subject: <Incident \#> - State changed Body: Short description, Old State, New State URL to the incident </td></tr></tbody> </table>**Parent Topic:**[Using Operational Technology Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/operational-technology/operational-technology-incident-management/using-operational-technology-incident-mgt.md)
| title | Incident email notifications |
| description | Use Operational Technology \(OT\) incident email notifications to alert users when changes are made to an incident. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/operational-technology/operational-technology-incident-management/ot-incident-notifications.html |
| release | australia |
| product | Operational Technology Incident Management |
| classification | operational-technology-incident-management |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | UseOperational Technology Incident ManagementOperational Technology |