Configuring Email Notifications: Who Will Receive and When to Send
An administrator wants to send an email notification when a change request state changes to 'scheduled'. The notification should be sent to the change manager. Which two fields must be configured in the notification record?
Quick Answer
The correct answer is that you must configure the "Who will receive" tab to add the Change manager role and the "When to send" tab to set the condition to 'State changes to scheduled'. These two fields work together because the "Who will receive" tab defines the target audience by role, user, or group, ensuring the change manager gets the email, while the "When to send" tab holds the trigger condition that fires the notification only when the state transitions to 'scheduled'. On the CSA exam, this tests your understanding of the notification record’s core structure—recipient targeting versus event-driven conditions—and a common trap is confusing the "Who will receive" tab with the "Email template" or "Advanced" tabs, which handle formatting or scripting. A helpful memory tip is "Who gets it, when it fires": the Who tab picks the people, the When tab picks the moment.
⚠ Common exam trap
A common mix-up: candidates think an email template is mandatory for a notification to work, but ServiceNow will use a default template if none is selected, making option B incorrect as a required field.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
"Who will receive" tab: add 'Change manager' role to 'Recipients'
The 'Who will receive' tab allows you to specify the recipients of the notification by role, user, or group. Adding the 'Change manager' role ensures that all users with that role receive the email when the notification triggers. Option D is correct because the 'When to send' tab defines the condition that must be met for the notification to fire; setting it to 'State changes to scheduled' ensures the notification is sent precisely when the change request state transitions to 'scheduled'.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
"Advanced" tab: register an event to trigger the notification
Why it's wrong here
Event registration is not required for state change triggers.
- ✗
"Email template" tab: select an existing template
Why it's wrong here
Templates are optional; you can compose message directly.
- ✓
"Who will receive" tab: add 'Change manager' role to 'Recipients'
Why this is correct
This ensures the notification is sent to the change manager.
- ✓
"When to send" tab: set condition to 'State changes to scheduled'
Why this is correct
This defines the trigger.
Go deeper
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Same concept, more angles
2 more ways this is tested on SNOW-CSA
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. An administrator creates a notification for the 'incident' table to send an email when the state changes to 'resolved'. The notification works for most users, but some users report not receiving the email. What is the most likely cause?
easy- A.The notification weight is set too high.
- B.The notification is not set to 'Active'.
- C.The notification does not have an email template selected.
- ✓ D.The users have set their 'Notification' preference to 'Do not send' for that type.
Why D: The most likely cause is that the users have configured their personal Notification preference to 'Do not send' for that notification type. In ServiceNow, users can override system-level notification settings by setting their preference to suppress specific notification types, which would prevent the email from being sent even though the notification is active and properly configured.
Variation 2. Based on the exhibit, who will receive the email notification?
easy- A.No one receives the email.
- ✓ B.The caller only.
- C.The assigned user only.
- D.Both assigned user and caller.
Why B: The exhibit shows that the 'Caller' checkbox is selected in the notification's 'Who will receive' configuration, while the 'Assigned user' checkbox is not selected. In ServiceNow, when only the 'Caller' option is checked, the notification is sent exclusively to the user listed as the caller on the record, regardless of who the record is assigned to.
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This SNOW-CSA practice question is part of Courseiva's free ServiceNow certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the SNOW-CSA exam.