Issue
NowSupport Notifications are an important communication medium that keeps registered instance users informed of events that concern them. The Now Support portal can notify users via email and SMS text messages to send communications from within the system.
Learn more about:
Managing Notifications using Notification Preferences
Case Notifications
Key Contact Notifications
Release
All
Resolution
Managing Notifications using Notification Preferences
| Note: This option is currently unavailable for Partners. |
Notification preferences is a page within Now Support that provides customers the flexibility to configure their notifications. With this feature, customers have the ability to select the communication options they prefer, e.g., which channels (email, SMS), what kinds of messages, and in what areas.
Email Notifications
Email notifications are Now Support updates that users receive via email. Users cannot turn off email notifications entirely, but they can adjust what they get notified about and how they get notified. To change your email notifications from the Now Support portal:
- Click the Notifications icon at the top of the Now Support homepage.
- Click on the gear icon.
- Next to each type of notification category, users can choose which email notifications they want to receive or not by checking/unchecking the Email pill box.
Note: Users can't turn off notifications entirely. There are some mandatory notifications that users cannot unsubscribe. These mandatory notifications are checked by default and greyed out on 'Notification Preferences' page.
SMS Notifications
SMS notifications are Now Support updates that users receive via SMS. Users can opt-in/out of SMS notifications for Cases and Change Requests.
Users can set up SMS notifications using the Notification Preference page.
- Click the Notification icon at the top of Now Support homepage.
- Select Notification Preferences.
- Click SMS next to any of the Case or Change Request notifications.
- The user's mobile number needs to be verified in order to receive SMS notifications. For mobile number verification, see Verifying Mobile Number.
- To unsubscribe, uncheck the SMS checkbox next to the notification category.
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Verifying Mobile Number
Users need to verify their mobile number in order to receive SMS notifications.To verify a mobile phone number, follow these steps:
- Click the Notification icon at the top of the Now Support homepage and select Notification Preferences.
- Click SMS next to any of the Case or Change Request notifications or Click on Edit Mobile Number.
- Select the country code and enter the 10-digit mobile number in the Mobile Verification dialog. The user's mobile number auto-populates if it already exists in the user profile.
- Click Send Verification Code.
- A 6-digit code will be sent to the mobile phone number provided. If a 6-digit code is not received within a few minutes, click Resend Code.
- Enter the 6-digit code to Verify Mobile Number in the dialog box.
- Click Verify.
- If the verification is successful, the user can start opting in for SMS notifications.
Case Notifications
Based on events and priority levels, users listed in specific fields on the Case record receive email notifications. If the case is related to a mass outage or maintenance window, refer to the "Key contact notifications" section of this article.
Case Customer Notifications
| Case Notifications | Priority | Recipients Notified |
| Case Created | All | Case Contact, User(s) on the Watchlist |
| Case Closed | All | Case Contact, User(s) on the Watchlist |
| Case Commented | All | Case Contact, User(s) on the Watchlist |
| Case Solution Proposed | All | Case Contact, User(s) on the Watchlist |
| Temporary Relief | P1 | Case Contact, User(s) on the Watchlist |
Key Contact Notifications
For more information about contacts, their focus areas, and which communications they will receive see Managing company contacts on Now Support.
