How to Create an Effective Incident Email Template ServiceNow

Hey there! Are you in the business of managing incidents that require quick and efficient communication with your team? If so, then you probably know how crucial it is to have a well-crafted email template that covers everything you need to convey in a clear and concise manner. This is where the incident email template Servicenow comes into play.

Servicenow provides a standardized incident email template that you can use to notify the right team members about an incident, describe the issue, and keep the communication flowing until everything is resolved. The best part? You can customize the template to suit your specific needs and preferences. Servicenow has provided various examples of the incident email template to choose from and edit as needed.

If you’re not yet using Servicenow’s incident email template, then you’re missing out on a valuable tool that can save you time and effort while improving your team’s response to incidents. With a comprehensive and streamlined incident email template, you can minimize misunderstandings and ambiguity, ensure that all the necessary information is communicated, and keep everyone on the same page.

So why not give Servicenow’s incident email template a try? Not only will it simplify the incident management process, but it will also free up time for you to focus on other important aspects of your work. Take advantage of Servicenow’s incident email template today and see how it can elevate your team’s efficiency and productivity!

The Best Structure for Incident Email Template ServiceNow

ServiceNow is a powerful platform for managing incidents, and email is one of the most important communication channels for reporting and tracking them. However, crafting an effective incident email template can be challenging, especially if you’re dealing with complex issues that require detailed information.

To help you create a structured and easy-to-use incident email template, we recommend the following guidelines:

1. Start with a clear subject line: The subject line should capture the essence of the incident and provide a brief overview of the problem. It should be concise and informative, so that anyone receiving the email can quickly understand what the issue is about.

2. Include a brief summary of the incident: In the first paragraph of the email, provide a brief summary of the incident, including the date, time, location, and any other relevant details. You can also use bullet points or numbered lists to organize the information and make it easier to read.

3. Describe the impact of the incident: In the next paragraph, describe the impact of the incident on the affected users, systems, or processes. This should include any lost productivity, revenue, or data, as well as any potential risks or security concerns.

4. Provide relevant details and context: In the following paragraphs, provide more detailed information about the incident, including any relevant context or background. This should include any actions taken to address the issue, any relevant logs or data that can help identify the root cause, as well as any known workarounds or mitigation strategies.

5. Include contact information: Finally, don’t forget to include contact information for the person or team responsible for managing the incident. This should include names, email addresses, phone numbers, and any other relevant information that may be useful for follow-up or escalation.

By following these guidelines, you can create an incident email template that is clear, concise, and easy to use. This will help ensure that incidents are reported and managed in a timely and effective manner, and that all stakeholders are kept informed throughout the process.

Incident Email Templates ServiceNow: Sample 1 – System Outage

System Outage – Notification

Hi Team,

I regret to inform you that there has been a system outage. Our team of technicians is currently working to resolve the issue as soon as possible. During this period, please avoid making any changes to the system or attempting to access any information. We will keep you updated on the status of the resolution progress as soon as there is any new information available. We apologize for any inconvenience this may have caused, and we appreciate your patience while we work to restore normalcy and get the system back up and running.

Feel free to contact us if you have any questions or concerns.


ServiceNow Incident Management Team

System Outage – Resolution

Hi Team,

I’m pleased to inform you that the system outage issue that we experienced is now fully resolved. All systems and programs are now fully functional and accessible. We sincerely apologize for any inconvenience that you may have experienced during the period. We want to thank you for your patience and understanding during this time. If you have any questions or concerns, please don’t hesitate to get in touch with us.


ServiceNow Incident Management Team

System Outage – Prevention

Dear Team,

It has come to our attention that there have been several incidents of system outages recently. We understand that these situations can be frustrating for you, and we want to assure you that we are taking the necessary steps to prevent these incidents from recurring in the future. Our technical teams are investigating the root causes of the outages and working to find permanent solutions. We appreciate your patience while we conduct these investigations. In case of any future incidents, we will keep you updated on the process towards resolution.


ServiceNow Incident Management Team

System Outage – Follow-up

Hi Team,

We hope you’re doing well. This email is a follow-up on the system outage incident that we experienced earlier. We want to thank you for your understanding and patience during the resolution process. We would also like to reassure you that our technical team has taken all necessary steps to ensure that similar incidents do not happen in the future. We value your feedback, and please feel free to contact us if you have any further concerns or feedback on our incident management process.


ServiceNow Incident Management Team

System Outage – Acknowledgement

Hi Team,

We have received your email regarding the system outage you experienced. Our investigation shows that there was an underlying issue that caused the system outage. We apologize for the inconvenience that this incident may have caused you. Please know that we are actively working to pinpoint the root cause and seeking to prevent such situations from occurring in the future.

Thank you for getting in touch with us.


ServiceNow Incident Management Team

System Outage – Planned Maintenance

Hi Team,

This is a reminder that our system will be undergoing planned maintenance tomorrow. During this period, the system will be inaccessible. We apologize for any inconvenience this may cause you. We have planned this maintenance during off-peak hours to reduce the impact on your daily operations.

Thank you for your cooperation.


ServiceNow Incident Management Team

System Outage – Feedback Request

Hi Team,

We hope you’re doing well. We would like to request feedback on the recent system outage incident. Our team is committed to improving our service quality, and your feedback is essential to achieving this goal. We appreciate your time and contributions, and we promise to evaluate your feedback and improve our standards accordingly.


ServiceNow Incident Management Team

Tips for Creating a Highly Effective Incident Email Template in ServiceNow

Incident email templates in ServiceNow are an integral part of communicating with stakeholders, informing them about certain issues and seeking their prompt response. However, creating a good incident email template requires a certain level of expertise in order to make it effective. Here are some tips to follow when you are creating an incident email template:

  • Keep the message clear and concise. Your email template should convey the necessary information in a clear and concise manner. Avoid lengthy descriptions that could confuse the reader.
  • Use a professional tone. Remember that the email template will be addressed to people who are expecting a professional approach. Avoid using inappropriate language or being overly familiar in your tone of writing.
  • Include details of the incident. Be sure to provide comprehensive details of the incident, such as its cause, duration, and impact. This will help the stakeholders understand the scope of the issue and how critical it is.
  • Include a link or reference number. Providing a link or a reference number to the incident record on ServiceNow will help stakeholders locate and track the incident in order to get updates on its status.
  • Provide next steps or actions to be taken. Make sure you outline what the stakeholders should do next. This could involve providing support information, asking them to provide feedback, or giving them a timeline of resolution.
  • Personalize the emails. Use the recipient’s name or organization name to make the email more personalized. This will give the impression that you are taking the issue seriously and that you value their feedback.
  • Include helpful FAQs or documentation. If you have helpful FAQs or documentation that can guide the stakeholders in solving the issue, include it in the email template. This will help users solve the issue more efficiently and will reduce the number of support requests you receive.
  • Use informative subject lines. The subject line of your email can make a big difference in the response rate. Use a subject line that is informative, direct, and grabs the attention of the recipient.
  • Test your template. Before using your email template, test it with a group of stakeholders to see how effective it is. Make necessary improvements before officially using it in production.

By following these tips, your incident email templates in ServiceNow are more likely to be effective and help stakeholders take the necessary corrective actions.

Incident Email Template ServiceNow FAQs

What is the incident email template in ServiceNow?

The incident email template in ServiceNow is a pre-formatted message that contains relevant information about an incident. This template is used to communicate important details to stakeholders via email in a clear and concise format.

How do I access the incident email template in ServiceNow?

To access the incident email template in ServiceNow, you need to go to the Service Desk module and select the Incident form. From there, you can click the ‘Email Template’ button in the toolbar to create a new template or edit an existing one.

What information should be included in the incident email template?

The incident email template should include details such as the incident number, the date and time it was reported, the affected service or application, the priority level, and the current status. You can also include a brief description of the incident and any actions that have been taken or are planned.

Can I customize the incident email template in ServiceNow?

Yes, you can customize the incident email template in ServiceNow to suit your organization’s needs. You can add additional fields, change the layout and formatting, and include your company logo and branding to make it more personalized.

Can I use variables in the incident email template in ServiceNow?

Yes, you can use variables in the incident email template in ServiceNow to pull information from the incident record and other relevant tables. This can save time and ensure that the information in the email is accurate and up to date.

How do I send an incident email using the template in ServiceNow?

To send an incident email using the template in ServiceNow, you need to open the relevant incident record and click the ‘Email’ button in the toolbar. From there, you can select the email template you want to use and customize the message as needed before sending it to the relevant stakeholders.

Can I track the delivery and response of incident emails in ServiceNow?

Yes, you can track the delivery and response of incident emails in ServiceNow using the notification logs and activity streams. This can help you to monitor the progress of the incident and ensure that stakeholders are kept informed throughout the process.

Wrapping It Up

And that’s it, folks! Thanks for reading about our incident email template ServiceNow. We hope you found the article informative and that it brought you one step closer to mastering the IT industry. Don’t forget to come back and visit us for more exciting topics and updates. Till then, keep safe and keep learning!