Baseline email notifications
The baseline system provides several email notifications.
Some events listed in this table do not appear in a business rule and are fired by other conditions in the platform. Some events are hardcoded and are not user configurable.
Note: The below table list is not an exhaustive list. Products can create their own notifications.
|
Email notification |
Description |
Triggering event |
Business Rule Controlling Event |
|---|---|---|---|
|
Appointment Invite |
Type: Meeting Invitation Adds a meeting invitation to the recipient’s calendar by sending an iCalendar formatted email |
itil_appointment.inserted |
Global business rule |
|
Appointment Update |
Type: Meeting Invitation Updates an existing meeting in the recipient’s calendar by sending an iCalendar formatted email |
itil_appointment.updated |
Global business rule |
|
Approval Rejected |
Type: EMAIL A task-based approval has been rejected – includes the approver’s name. |
approval.rejected |
approver events |
|
Approval Rejected by Other |
Type: EMAIL A task-based approval has been rejected – includes the approver’s name. |
approval.rejected.by.other |
approval events |
|
Approval Request |
Type: EMAIL Sends an email for the recipient to reply with an approval decision. In the approval email, the recipient selects a link that builds the appropriate reply email. These emails come only from task-based approvals. |
approval.inserted |
approver changes |
|
Catalog Approval Rejected |
Type: EMAIL A catalog request has been rejected – includes the approver’s name. |
request.approval.rejected |
approval events |
|
Catalog Approval Request |
Type: EMAIL A catalog request for which you were an approver has been cancelled. |
request.approval.cancelled |
approver changes |
|
Catalog Approval Request |
Type: EMAIL A catalog request for which you are an approver has been made. |
request.approval.inserted |
approval events |
|
Certificate Expired |
Type: EMAIL Notification that the X.509 certificate has expired. |
certificate.expired |
certificate events |
|
Certificate Expiring |
Type: EMAIL Notification that the X.509 certificate is expiring in N days. |
certificate.expiring |
certificate events |
|
Change approved |
Type: EMAIL A change request has been approved. |
change.approved |
Change events and task events |
|
Change assigned to me |
Type: EMAIL A change request has been assigned to you. |
change.assigned |
Change events |
|
Change assigned to my group |
Type: EMAIL A change request has been assigned to your group. |
change.assigned.to.group |
Change events |
|
Change commented (to assignee) |
Type: EMAIL A comment has been added to a change request. The person assigned to the change request receives an email notification. |
change.commented |
Change events |
|
Change commented (unassigned) |
Type: EMAIL A comment has been added to a change request. The assignment group assigned to the change request receives an email notification. |
change.commented |
Change events |
|
Change Notification |
Type: EMAIL Notification of a change in the fields label in a form. |
label.notify |
|
|
Change rejected |
Type: EMAIL A change request has been rejected. |
change.rejected |
Change events and task events |
|
Change Task worknoted (unassigned) |
Type: EMAIL A work note has been added to a change task. The assignment group assigned to the change task receives an email notification. |
change_task.worknoted |
Change task events |
|
Change Task worknoted (to assignee) |
Type: EMAIL A work note has been added to a change task. The person assigned to the change task receives an email notification. |
change_task.worknoted |
Change task events |
|
Change Task assigned to my group |
Type: EMAIL A change task has been assigned to your group. |
change_task.assigned.to.group |
Change task events |
|
Change Task assigned to me |
Type: EMAIL A change task has been assigned to you. |
change_task.assigned |
Change task events |
|
Change worknoted (to assignee) |
Type: EMAIL A work note has been added to a change request. The person assigned to the change request receives an email notification. |
change.worknoted |
Change events |
|
Change worknoted (unassigned) |
Type: EMAIL A work note has been added to a change request. The assignment group assigned to the change request receives an email notification. |
change.worknoted |
Change events |
|
Email assigned to |
Type: EMAIL An incident has been assigned to you (the recipient of the email). |
incident.assigned |
incident.events |
|
Email assigned to (sc_task) |
Type: EMAIL A task has been assigned to you (the recipient of the email). Note: This email notification was used for the legacy Delivery Plan system of email notifications. In order to use this email notification with a workflow, the work_start field needs to be set by the workflow using a Set Value activity. |
sc_task.assigned.to.user |
sc_task_events |
|
Email assigned To Group |
Type: EMAIL An incident has been assigned to an assignment group of which you are a member (the recipient of the email). |
incident.assigned.to.group |
incident events |
|
Email assigned to group (sc_task) |
Type: EMAIL A Service Catalog task has been assigned to an assignment group of which you are a member (the recipient of the email). |
sc_task.assigned.to.group |
sc_task_events |
|
Incident Closed |
Type: EMAIL An incident opened by you (the recipient of the email), has been closed. |
incident.updated |
incident events |
|
Incident Commented |
Type: EMAIL An incident opened by you (the recipient of the email) has had comments added. This notification uses a template for an employee self-service (ESS) user. |
incident.commented |
incident events |
|
Incident Commented |
Type: EMAIL An incident assigned to you (the recipient of the email) has had comments added. This notification uses a template for an ITIL user. |
incident.commented |
incident events |
|
Incident Opened |
Type: EMAIL An incident has been opened for you (the recipient of the email) by someone else. This notification uses a template for an employee self-service (ESS) user. |
incident.inserted |
incident events |
|
Incident Opened & Unassigned |
Type: EMAIL An incident has been opened and is unassigned. This notification uses a template for an ITIL user. |
incident.inserted |
incident events |
|
Incident Resolved |
Type: EMAIL An incident opened by you has been resolved, and feedback is required to determine if the incident should be closed. |
incident.updated |
incident events |
|
Knowledge Closed Created |
Type: EMAIL A contributor’s submission to the Knowledge Base was accepted and an article was created. |
kb.submission.closed_created |
KB event |
|
Knowledge Closed Duplicate |
Type: EMAIL A contributor’s submission to the Knowledge Base was determined to be a duplicate, and no article was created. |
kb.submission.closed_duplicate |
KB event |
|
Knowledge Closed Invalid |
Type: EMAIL A contributor’s submission to the Knowledge Base was determined to be invalid (unusable). |
kb.submission.closed_invalid |
KB event |
|
Notify Change Calendar |
Type: Meeting Invitation Notifies the recipients of the schedule for a change request and exports the schedule to the Microsoft Outlook calendar. The email is in the format of iCalendar formatted email. |
change.calendar.notify |
change events |
|
Notify Change Calendar Remove |
Type: Meeting Invitation Notifies the recipients that a scheduled change has been closed or assigned to someone else and removes the entry from the Microsoft Outlook calendar. The email is in the format of iCalendar formatted email. |
change.calendar.notify.remove |
change events |
|
Problem Task assigned to me |
Type: EMAIL A problem task has been assigned to you. |
problem_task.assigned |
Problem task events |
|
Problem Task assigned to my group |
Type: EMAIL A problem task has been assigned to your group. |
problem_task.assigned.to.group |
Problem task events |
|
Problem Task worknoted (to assignee) |
Type: EMAIL A work note has been added to a problem task. The person assigned to the problem task receives an email notification. |
problem_task.worknoted |
Problem task events |
|
Problem Task worknoted (unassigned) |
Type: EMAIL A work note has been added to a problem task. The assignment group assigned to the problem task receives an email notification. |
problem_task.worknoted |
Problem task events |
|
Problem worknoted (to assignee) |
Type: EMAIL A work note has been added to a problem. The person assigned to the problem receives an email notification. |
problem.worknoted |
Problem events |
|
Problem worknoted (unassigned) |
Type: EMAIL A work note has been added to a problem. The assignment group assigned to the problem receives an email notification. |
problem.worknoted |
Problem events |
|
Reminder Insert |
Type: Meeting Invitation Creates a calendar reminder regarding an open task. The email is in the format of iCalendar formatted email. |
reminder.notify |
|
|
Reminder Insert |
Type: Meeting Invitation A task has been closed or deleted. This notification removes the task reminder from Outlook. The email is in the format of iCalendar formatted email. |
reminder.notify.delete |
|
|
Reminder Insert Email |
Type: EMAIL Sends the recipient a reminder email about a specific task. |
reminder.notify.email |
|
|
Request Approved |
Type: EMAIL A Service Catalog request, opened by the recipient, has been approved. |
sc_request.approved |
sc_request events |
|
Request Assigned |
Type: EMAIL A Service Catalog request has been assigned to the recipient. |
sc_request.assigned |
sc_request events |
|
Request Completed |
Type: EMAIL A Service Catalog request, opened by the recipient, has been completed. |
sc_request.updated |
sc_request events |
|
Request Item Assigned |
Type: EMAIL An item requested from the Service Catalog has been assigned to you. |
sc_req_item.assigned |
sc_request events |
|
Request Item Delivery |
Type: EMAIL An item requested from the Service Catalog by the recipient is being delivered. |
sc_req_item.delivery |
sc_request events |
|
Request Opened on Behalf |
Type: EMAIL A Service Catalog request has been opened on behalf of the recipient. |
sc_request.requested_for |
sc_request events |
|
Reset Password |
Type: EMAIL The recipient’s password has been reset as requested. |
reset.password |
|
|
Scheduled Import Completed |
Type: EMAIL A scheduled import set has completed. |
scheduled_import_set.completed |
|
|
System Upgraded |
Type: EMAIL The recipient’s system has been upgraded. |
system.upgraded |
|
|
Task approved |
Type: EMAIL An ITIL task has been approved. |
task.approved |
Change events and task events |
|
Text Index Completed |
Type: EMAIL A scheduled system index has completed. |
text_index.complete |
|
|
Unscheduled Change |
Type: EMAIL A named configuration item has changed, and no active change request exists. |
cmdb.unscheduled.change |
|
Parent Topic:Create an email notification
--- title: Baseline email notifications description: The baseline system provides several email notifications. locale: en-US canonical_url: https://www.servicenow.com/docs/r/platform-administration/r\_BaselineEmailNotifications.html release: brazil topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 7 breadcrumb: [Create an email notification, Email and SMS notifications, System notifications, Notifications, Configure core features, Administer the ServiceNow AI Platform] --- # Baseline email notifications The baseline system provides several email notifications. Some events listed in this table do not appear in a business rule and are fired by other conditions in the platform. Some events are hardcoded and are not user configurable. **Note:** The below table list is not an exhaustive list. Products can create their own notifications. <table id="table_pvq_dns_z4"><thead><tr><th> Email notification </th><th> Description </th><th> Triggering event </th><th> Business Rule Controlling Event </th></tr></thead><tbody><tr><td> Appointment Invite </td><td> Type: Meeting Invitation Adds a meeting invitation to the recipient’s calendar by sending an iCalendar formatted email </td><td> itil\_appointment.inserted </td><td> Global business rule </td></tr><tr><td> Appointment Update </td><td> Type: Meeting Invitation Updates an existing meeting in the recipient’s calendar by sending an iCalendar formatted email </td><td> itil\_appointment.updated </td><td> Global business rule </td></tr><tr><td> Approval Rejected </td><td> Type: EMAIL A task-based approval has been rejected – includes the approver’s name. </td><td> approval.rejected </td><td> approver events </td></tr><tr><td> Approval Rejected by Other </td><td> Type: EMAIL A task-based approval has been rejected – includes the approver’s name. </td><td> approval.rejected.by.other </td><td> approval events </td></tr><tr><td> Approval Request </td><td> Type: EMAIL Sends an email for the recipient to reply with an approval decision. In the approval email, the recipient selects a link that builds the appropriate reply email. These emails come only from task-based approvals. </td><td> approval.inserted </td><td> approver changes </td></tr><tr><td> Catalog Approval Rejected </td><td> Type: EMAIL A catalog request has been rejected – includes the approver’s name. </td><td> request.approval.rejected </td><td> approval events </td></tr><tr><td> Catalog Approval Request </td><td> Type: EMAIL A catalog request for which you were an approver has been cancelled. </td><td> request.approval.cancelled </td><td> approver changes </td></tr><tr><td> Catalog Approval Request </td><td> Type: EMAIL A catalog request for which you are an approver has been made. </td><td> request.approval.inserted </td><td> approval events </td></tr><tr><td> Certificate Expired </td><td> Type: EMAIL Notification that the X.509 certificate has expired. </td><td> certificate.expired </td><td> certificate events </td></tr><tr><td> Certificate Expiring </td><td> Type: EMAIL Notification that the X.509 certificate is expiring in N days. </td><td> certificate.expiring </td><td> certificate events </td></tr><tr><td> Change approved </td><td> Type: EMAIL A change request has been approved. </td><td> change.approved </td><td> Change events and task events </td></tr><tr><td> Change assigned to me </td><td> Type: EMAIL A change request has been assigned to you. </td><td> change.assigned </td><td> Change events </td></tr><tr><td> Change assigned to my group </td><td> Type: EMAIL A change request has been assigned to your group. </td><td> change.assigned.to.group </td><td> Change events </td></tr><tr><td> Change commented \(to assignee\) </td><td> Type: EMAIL A comment has been added to a change request. The person assigned to the change request receives an email notification. </td><td> change.commented </td><td> Change events </td></tr><tr><td> Change commented \(unassigned\) </td><td> Type: EMAIL A comment has been added to a change request. The assignment group assigned to the change request receives an email notification. </td><td> change.commented </td><td> Change events </td></tr><tr><td> Change Notification </td><td> Type: EMAIL Notification of a change in the fields label in a form. </td><td> label.notify </td><td> </td></tr><tr><td> Change rejected </td><td> Type: EMAIL A change request has been rejected. </td><td> change.rejected </td><td> Change events and task events </td></tr><tr><td> Change Task worknoted \(unassigned\) </td><td> Type: EMAIL A work note has been added to a change task. The assignment group assigned to the change task receives an email notification. </td><td> change\_task.worknoted </td><td> Change task events </td></tr><tr><td> Change Task worknoted \(to assignee\) </td><td> Type: EMAIL A work note has been added to a change task. The person assigned to the change task receives an email notification. </td><td> change\_task.worknoted </td><td> Change task events </td></tr><tr><td> Change Task assigned to my group </td><td> Type: EMAIL A change task has been assigned to your group. </td><td> change\_task.assigned.to.group </td><td> Change task events </td></tr><tr><td> Change Task assigned to me </td><td> Type: EMAIL A change task has been assigned to you. </td><td> change\_task.assigned </td><td> Change task events </td></tr><tr><td> Change worknoted \(to assignee\) </td><td> Type: EMAIL A work note has been added to a change request. The person assigned to the change request receives an email notification. </td><td> change.worknoted </td><td> Change events </td></tr><tr><td> Change worknoted \(unassigned\) </td><td> Type: EMAIL A work note has been added to a change request. The assignment group assigned to the change request receives an email notification. </td><td> change.worknoted </td><td> Change events </td></tr><tr><td> Email assigned to </td><td> Type: EMAIL An incident has been assigned to you \(the recipient of the email\). </td><td> incident.assigned </td><td> incident.events </td></tr><tr><td> Email assigned to \(sc\_task\) </td><td> Type: EMAIL A task has been assigned to you \(the recipient of the email\). **Note:** This email notification was used for the legacy Delivery Plan system of email notifications. In order to use this email notification with a workflow, the **work\_start** field needs to be set by the workflow using a Set Value activity. </td><td> sc\_task.assigned.to.user </td><td> sc\_task\_events </td></tr><tr><td> Email assigned To Group </td><td> Type: EMAIL An incident has been assigned to an assignment group of which you are a member \(the recipient of the email\). </td><td> incident.assigned.to.group </td><td> incident events </td></tr><tr><td> Email assigned to group \(sc\_task\) </td><td> Type: EMAIL A Service Catalog task has been assigned to an assignment group of which you are a member \(the recipient of the email\). </td><td> sc\_task.assigned.to.group </td><td> sc\_task\_events </td></tr><tr><td> Incident Closed </td><td> Type: EMAIL An incident opened by you \(the recipient of the email\), has been closed. </td><td> incident.updated </td><td> incident events </td></tr><tr><td> Incident Commented </td><td> Type: EMAIL An incident opened by you \(the recipient of the email\) has had comments added. This notification uses a template for an employee self-service \(ESS\) user. </td><td> incident.commented </td><td> incident events </td></tr><tr><td> Incident Commented </td><td> Type: EMAIL An incident assigned to you \(the recipient of the email\) has had comments added. This notification uses a template for an ITIL user. </td><td> incident.commented </td><td> incident events </td></tr><tr><td> Incident Opened </td><td> Type: EMAIL An incident has been opened for you \(the recipient of the email\) by someone else. This notification uses a template for an employee self-service \(ESS\) user. </td><td> incident.inserted </td><td> incident events </td></tr><tr><td> Incident Opened & Unassigned </td><td> Type: EMAIL An incident has been opened and is unassigned. This notification uses a template for an ITIL user. </td><td> incident.inserted </td><td> incident events </td></tr><tr><td> Incident Resolved </td><td> Type: EMAIL An incident opened by you has been resolved, and feedback is required to determine if the incident should be closed. </td><td> incident.updated </td><td> incident events </td></tr><tr><td> Knowledge Closed Created </td><td> Type: EMAIL A contributor’s submission to the Knowledge Base was accepted and an article was created. </td><td> kb.submission.closed\_created </td><td> KB event </td></tr><tr><td> Knowledge Closed Duplicate </td><td> Type: EMAIL A contributor’s submission to the Knowledge Base was determined to be a duplicate, and no article was created. </td><td> kb.submission.closed\_duplicate </td><td> KB event </td></tr><tr><td> Knowledge Closed Invalid </td><td> Type: EMAIL A contributor’s submission to the Knowledge Base was determined to be invalid \(unusable\). </td><td> kb.submission.closed\_invalid </td><td> KB event </td></tr><tr><td> Notify Change Calendar </td><td> Type: Meeting Invitation Notifies the recipients of the schedule for a change request and exports the schedule to the Microsoft Outlook calendar. The email is in the format of iCalendar formatted email. </td><td> change.calendar.notify </td><td> change events </td></tr><tr><td> Notify Change Calendar Remove </td><td> Type: Meeting Invitation Notifies the recipients that a scheduled change has been closed or assigned to someone else and removes the entry from the Microsoft Outlook calendar. The email is in the format of iCalendar formatted email. </td><td> change.calendar.notify.remove </td><td> change events </td></tr><tr><td> Problem Task assigned to me </td><td> Type: EMAIL A problem task has been assigned to you. </td><td> problem\_task.assigned </td><td> Problem task events </td></tr><tr><td> Problem Task assigned to my group </td><td> Type: EMAIL A problem task has been assigned to your group. </td><td> problem\_task.assigned.to.group </td><td> Problem task events </td></tr><tr><td> Problem Task worknoted \(to assignee\) </td><td> Type: EMAIL A work note has been added to a problem task. The person assigned to the problem task receives an email notification. </td><td> problem\_task.worknoted </td><td> Problem task events </td></tr><tr><td> Problem Task worknoted \(unassigned\) </td><td> Type: EMAIL A work note has been added to a problem task. The assignment group assigned to the problem task receives an email notification. </td><td> problem\_task.worknoted </td><td> Problem task events </td></tr><tr><td> Problem worknoted \(to assignee\) </td><td> Type: EMAIL A work note has been added to a problem. The person assigned to the problem receives an email notification. </td><td> problem.worknoted </td><td> Problem events </td></tr><tr><td> Problem worknoted \(unassigned\) </td><td> Type: EMAIL A work note has been added to a problem. The assignment group assigned to the problem receives an email notification. </td><td> problem.worknoted </td><td> Problem events </td></tr><tr><td> Reminder Insert </td><td> Type: Meeting Invitation Creates a calendar reminder regarding an open task. The email is in the format of iCalendar formatted email. </td><td> reminder.notify </td><td> </td></tr><tr><td> Reminder Insert </td><td> Type: Meeting Invitation A task has been closed or deleted. This notification removes the task reminder from Outlook. The email is in the format of iCalendar formatted email. </td><td> reminder.notify.delete </td><td> </td></tr><tr><td> Reminder Insert Email </td><td> Type: EMAIL Sends the recipient a reminder email about a specific task. </td><td> reminder.notify.email </td><td> </td></tr><tr><td> Request Approved </td><td> Type: EMAIL A Service Catalog request, opened by the recipient, has been approved. </td><td> sc\_request.approved </td><td> sc\_request events </td></tr><tr><td> Request Assigned </td><td> Type: EMAIL A Service Catalog request has been assigned to the recipient. </td><td> sc\_request.assigned </td><td> sc\_request events </td></tr><tr><td> Request Completed </td><td> Type: EMAIL A Service Catalog request, opened by the recipient, has been completed. </td><td> sc\_request.updated </td><td> sc\_request events </td></tr><tr><td> Request Item Assigned </td><td> Type: EMAIL An item requested from the Service Catalog has been assigned to you. </td><td> sc\_req\_item.assigned </td><td> sc\_request events </td></tr><tr><td> Request Item Delivery </td><td> Type: EMAIL An item requested from the Service Catalog by the recipient is being delivered. </td><td> sc\_req\_item.delivery </td><td> sc\_request events </td></tr><tr><td> Request Opened on Behalf </td><td> Type: EMAIL A Service Catalog request has been opened on behalf of the recipient. </td><td> sc\_request.requested\_for </td><td> sc\_request events </td></tr><tr><td> Reset Password </td><td> Type: EMAIL The recipient’s password has been reset as requested. </td><td> reset.password </td><td> </td></tr><tr><td> Scheduled Import Completed </td><td> Type: EMAIL A scheduled import set has completed. </td><td> scheduled\_import\_set.completed </td><td> </td></tr><tr><td> System Upgraded </td><td> Type: EMAIL The recipient’s system has been upgraded. </td><td> system.upgraded </td><td> </td></tr><tr><td> Task approved </td><td> Type: EMAIL An ITIL task has been approved. </td><td> task.approved </td><td> Change events and task events </td></tr><tr><td> Text Index Completed </td><td> Type: EMAIL A scheduled system index has completed. </td><td> text\_index.complete </td><td> </td></tr><tr><td> Unscheduled Change </td><td> Type: EMAIL A named configuration item has changed, and no active change request exists. </td><td> cmdb.unscheduled.change </td><td> </td></tr></tbody> </table>**Note:** **Parent Topic:**[Create an email notification](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/platform-administration/t_CreateANotification.md)
| title | Baseline email notifications |
| description | The baseline system provides several email notifications. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/platform-administration/r\_BaselineEmailNotifications.html |
| release | brazil |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 7 |
| breadcrumb | Create an email notificationEmail and SMS notificationsSystem notificationsNotificationsConfigure core featuresAdminister the ServiceNow AI Platform |