Article

Adding a Column to the Email Alert Notification Table in ServiceNow

Author: Agus Budi Harto, 2025-04-23 01:39:56

After implementing ServiceNow, particularly in the context of IT Asset (Software) Management, daily alerts are generated if any software licenses are due to expire within the next 30 days. These alerts are extremely useful for software managers to prevent unexpected expirations, as long as the alerts are followed up promptly.

However, one important limitation arises — the default alert does not indicate whether any follow-up actions have been taken, such as creating a Purchase Service (PS) request or other administrative steps. To address this, it is necessary to add an additional column in the ServiceNow alert email that shows what actions have been taken.

Steps to Add the Column:

  1. Navigate to Notification Email Scripts:
    Go to All > System Notification > Email > Notification Email Scripts in ServiceNow.


  2. Edit the Email Script Header:
    In the script section that contains the table headers (look for tags like ), add a new column header by inserting the line: print("Action");

  3. Add the Action Data in the Loop:

    Locate the part of the script where the data rows are generated (inside a loop). Add a new data cell to display the actions taken, using a line like: print(GlideRecord_name.work_notes.getDisplayValue());

  4. Click Update:
    Save your changes by clicking the Update button.

Once these steps are completed, the new Action column will appear in all subsequent alert email notifications. This simple enhancement improves visibility into the response status for each expiring software license, helping IT teams ensure proactive and documented license management.

Related article:

Choosing the Right IT Service Management (ITSM) Tool for Optimal Efficiency

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