Advanced Condition on Email Notification

[Joe Weisiger]

Hello, 

I am trying to setup a simple email notification to send when an additional comment is added on a resolved or closed ticket.  The problem I am running into is that it also sends while the incident is changing to the resolved state (which it shouldn't).  The reason it is sending is because we have a mandatory comment field that needs filled out as they resolve incidents.  The conditions are currently set to:

  - Additional Comments - changes

  - State - is one of - resolved, closed

I believe I need to scrap the above conditions and add an Advanced Condition that only sends when an additional comment is entered on an incident that was previously resolved and I'm not sure how to write it.  Any help would be highly appreciated!

Thank you,

Joe

[Inactive User24 · Accepted solution]

Hi Joe,

Try adding an additional condition

Resolved time is before the current time in the advanced script

Thanks,

Kumar

[Ajaykumar1]

Hi Joe,

You can create a new Event(Say, closed.incident.commented) in event registry on your Incident table, write a Before Update Business rule and add filter condition : worknote | changes

if((current.state == '7' || current.state == '6') && previous.state == '7' || previous.state == '6')) //Checking state is resolved OR closed

{

      gs.eventQueue('closed.incident.commented',current,current.assigned_to,' ');//trigger event and send Assigned To as parameter(or to whom you want to send notification)

}

In your notification, select send when event is fired select the event you created (closed.incident.commented), and check the event parm1 contains recipient.

Mark If Correct/Helpful.

Regards,
Ajay

[Joe Weisiger]

I figured it out by adding another condition:

Resolved - before - last minute.

Thanks for the help guys!

Joe

[Inactive User24]

Joe,

This is what I answered in my comments.

Thanks,

Kumar