Automatically closes after email notification

[d-aizawa]

Hi.

One of my project's requirements is NotificationA, which sends an email notification to an assigned group when a specific incident is created.

After NotificaitonA executes (sends an email), I would like to advance the status of the incident that triggered it to resolved.

In order to make this implementation possible, I think we need a flag to indicate that an email notification has been sent, but is there such a flag?

(Change of status will be executed in After of Business Rule)

I also think that the worst thing I can do is GlideRecord the Sys Email Log, but I think I read somewhere that you shouldn't GlideRecord the Sys Log related tables.

Thank you！

[Sainath N]

@d-aizawa : In this case, I could think of the below approach.

1. Trigger an event once an Incident is created with the specific conditions you need.

2. Event eventually fires notification.

3. You can configure either a flow (or) script action which gets triggered based on event and mark the status of an Incident to resolved.

Please mark this as correct answer and helpful if it resolved, or mark this helpful if this help you to reach towards solution.

[Zack Hilacan1 · Accepted solution]

Hello d-aizawa.

You can use the Notification email script and add that email script to your notification.

Email script like this since it has a current just like a glide record whenever you trigger your notification: 

then you can call this email script in your incident notification:

If my solution helps, please give it a thumbs up or mark it as helpful.

Thank you!

[Sandeep Rajput]

@d-aizawa You can create an onAfter  Insert business rule on sys_email_log table, add a filter condition for Notification inside the script, access the email record and set the target state to closed complete.