incident Update a message client notification

yardenKrispel
Tera Contributor

‎12-12-2023 03:45 AM

Hello! How do I do the following notification: updating a new message from the client that is sent to assigned to when a comment from the client was added to the incident list Now I have a condition that is extremely important and it is: all notifications that need to be sent to supporters will be sent to the supporter himself (Assigned to), unless the field is empty and then Must be sent to the entire group (Assignment group.)  

yardenKrispel_0-1702381525076.png

 

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Eswar Chappa
Mega Sage
Mega Sage

‎12-12-2023 05:41 AM

Hi @yardenKrispel 

 

Instead of the above approach you can create a Business rule on the Incident table  with condition  record is updated and in the script check whether Assigned to is empty or not If not empty Trigger an event by passing the Assigned value to send notification.If assigned to is empty the trigger an event by passing the Sys_id of the assignment group to trigger the notification.

 

Thanks & Regards,

Eswar Chappa

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