Enhancement: In-Product Notifications Inbox & Inline Variable Selection

Announcements Product News
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:sparkles: Description

We are excited to announce some enhancements to the notifications experience in ISC, allowing you to see all of the notifications you’ve received in one place in-product, as well as improving the templating experience to allow for inline variable selection.

:red_exclamation_mark: Problem

The bulk of notifications sent in ISC are emails, but many times they are lost in the noise of all the other emails received. If you want to check which notifications you’ve received, you have to search through all of your emails which can be time-consuming and clunky.

Also, when customizing email templates, there’s no easy way to know which variables are available to be used. You either have to remember for each template, or search through documentation and hope you can find them, which takes you out of the editing experience and leads to frustration.

:light_bulb: Solution

In-Product Notifications

In ISC, you’ll now see a notifications icon in the top right of your screen that will show that there are unread notifications, up to 99.

Dashboards
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Clicking on the icon will expand to show you up to the 10 most recent notifications you’ve received. You can expand each notification and take action from there if there is a link to follow, or you can View All Notifications from the link on the bottom.

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Clicking that will take you to the Notifications Inbox, where you can view all notifications received, mark as read or delete. No more searching through emails or leaving the product. If a notification is sent via email, it will also be sent to the inbox, and you’ll be able to see that you have a new notification from any tab in ISC.

Template Inline Variable Selection

We’ve added an inline variable selector to email templates, similar to what is available in Workflows. By typing

${

An overlay will open allowing you to scroll through or type to search for all global variables available for the template, as well as some template-specific variables. You no longer need to remember which version a specific template is as you’ll be able to see all of the variables in the overlay.

Email Template
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While some template-specific variables are available in the selector now, we are working with the respective teams to add the full list for each template over the coming months.

:busts_in_silhouette: Who is affected?

All end users

:date: Important dates

Sandbox availability: May 11, 2026
Production rollout: May 18, 2026 - May 21, 2026

7 Likes
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How can I customize the 'Subscription Notification’ email template? I need to send differnet emails based on the query parameters

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I’m not sure of which parameters you would use, but you should be able to accomplish this using #if #else statements in either the body or subject line to create those different conditions

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I tired comparing the search query parameters using #if and #else, it does not seem to be working. I want to customize email body and subject based on the subscribed query.

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We are utilizing the ServiceNow Service Desk Integration for access requests, so we have turned off emails. We DO NOT want staff going into ISC and accessing the Request Center to take any actions.

However, we are still using ISC for certification campaigns and that requires staff to login to ISC. While this change sounds amazing for customers using the built in Request Center, those who do not, will have another option for our staff accidentally find themselves in the ISC, potentially click on the notifications and see approval requests in the Request Center, etc. This will likely lead them to take action on a request that could negatively affect the Integration’s workflow/processes.

Along with these notifications, the “Pending Requests” tab, and the Request Center tab at the top also open up this risk. Is it possible to HIDE these items? I know there are a few Ideas in the Ideas Portal, but as Sailpoint makes improvements to the ISC UI, etc. are they also taking into account the adverse effects it may cause for customers using the SNOW integration?

2 Likes
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I 100% agree with this.

There are many customers who use Service Desk integration who do not want users to request access in ISC or receive emails from ISC.

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Diana and Jason

Jason and Diana

The inbox is populated by any emails sent by ISC. If you have already turned off emails, then nothing should be appearing in the notifications inbox for users. These updates we made are primarily for folks using the ISC UI to make it easier to see which notifications they have while they’re in the product.

As for hiding the pending requests tile, we’ll soon be releasing the ability to have admins manage the default settings for which tiles are visible to all users of your tenant.

Regarding hiding certain tabs, I don’t have anything concrete I can say just now beyond that we’re looking into allowing admins to customize the navbar to display only the tabs you want. I’d love to chat more about some of your use cases to make sure we’re accounting for everything. Let me know if you’d like to set something up.

Thanks

Tyler

2 Likes
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Maybe just as an FYI, but we now also support running access certifications natively inside ServiceNow. See Certification Review

1 Like
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Hi @Tyler_Harman, I like the enhancement, thank you. However, I do not see a way to clear new notifications (Mark as Read or Delete) unless you click the View All Notifications link. Is this intended? I would think it would be possible to do this in the drop-down menu

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Derek

Thanks for the feedback and suggestion! I’ll check with the team and see what we can do to add that in soon. I’ll have more information soon on when we can add that.

Tyler

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Yes. Thank you. Our customers have not adjusted well to the new Access Request process in ServiceNow due to a number of system issues. Hence, moving the certifications there also is being delayed until we can resolve all of the outstanding issues we are having with the integration, and when customers are more likely to see it as a positive move.

Thank you though.

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The problem with this feature is that if you use customized HTML email templates, then these notifications are pretty much unreadable, especially if you use tables. It would be nice if it were possible to tag some sections of the text in the email template to be ignored by this notification system or have a textbox in the email templates UI for the notification content so you could edit them separately. Also, it seems like people would appreciate a checkbox for whether the UI notification should be enabled at all - per email template.

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Lukas

We will be adding in the ability to select which channels you want a particular notification to go out from (email, Inbox, Slack, Teams), and select any, all, or none. You will also be able to edit the templates for each medium if you need to make any adjustments like you mentioned.

Slack and Teams may take a bit longer, but next quarter we should have it added for inbox notifications.

Tyler