Advanced Notification - "DOES NOT" Change From

[Ryan S]

I have the OOTB 'incident assigned to group' notification which works fine. Another notification is set to notify the assignment group when a specific type of ticket is reopened (i.e. 'Assignment_Group' changes from <groupname>). This results in two emails going out. How can I only get 1 email going out?

I believe an advanced condition on the OOTB notification is required, and likely possible based on what I've seen in these two links:

Checking for Modified or Changed Fields in Script - ServiceNow Guru

Solved: Set mail notification by advanced condition - ServiceNow Community

The first link seems most promising. I was testing that out by just having the changes display as messages and found that the 'value' is "unknown." The field name is captured but not the value, and it's the value that I need to look at in the script.

The second link is just referencing the field name, so I'd likely run into the same issue with that approach.

Thanks in advance.

[Allen Andreas]

Hi,

Is there any additional condition you can add the reopened notification such as the state also changing to "In progress" or something to that effect? Your post is a bit confusing when you say a "ticket is reopened" and then use an example of assignment group changes from groupname...a ticket being reopened wouldn't necessarily mean the assignment group is changing?

[Ryan S]

Ah yes, happy to clarify. When the integration reopens the incident a business rule reassigns it to the original assignment group, so that's triggering the OOTB 'assign to group' notification since all that looks at is the assignment group changing in any scenario. The conditions on the new notification are State Changes From 'Resolved' to "New,In Progress,On Hold" and type = integration--because we need to notify the assignment group that the ticket was reopened as opposed to just any incident being assigned to the queue. So when the State changes from Resolved to one of the other 3 states, we want to have the ootb notification not send.