I got a request to add a new field helping the ITIL users to get a reminder notification when they have to call a user or a provider back.
So, I added a reminder field in the ITSM template to allow them to put a date/time for a simple reminder as you have on your smartphone.
How I did - step by step :
1. I added the field in the template : incident --> configure --> form layout --> create new field --> reminder (u_reminder)
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2. went to System Policy --> event registry --> new event
Event Name : incident.reminder
table : incident
Application : Global
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3. Went in Business rules, create a new business rules:
Name : incident.reminder
Table : incident
Priority : 100
Active and Advanced : on
- 'When to run' page
When : async
order : 100
insert, update : on
- Filter conditions :
reminder is not empty
reminder changes
NOTHING IN 'ACTION PAGE'
- 'Advanced' page :
script is :
(function executeRule(current, previous /*null when async*/) {
gs.eventQueueScheduled("incident.reminder",current, current.number, current.sys_updated_on, current.u_reminder);
})(current, previous);
then save
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Go on notification through event registry and create a new notification.
Name : incident.reminder
Table : incident
Category : uncategorized
Send when : Event is fired
Event name : incident.reminder
None conditions or advanced conditions are needed
Who will receive :
Users/Group in field : assigned to
send to event creator : on
What it will contain : it's all up to you 😉
