Changes Priority Upgrade and Downgrade to send email notification

[Shekhar Deshin1]

Hi ,

Upgrade P3 to P1 Sub Line - "ServiceNow upgraded to Priority 1 from Priority 3 - High Incident INC00000 has been assigned to ""Queue name""
Downgrade P1 to P3 Sub Line - "ServiceNow downgraded to Priority 3 from Priority 1 - Moderate Incident INC00000 has been assigned to ""Queue name""

I have this above requirement regarding notification when priority Upgrade and Downgrade accordingly it will send standard notification above to specific for queue name & Email id.

This is related to "Global Incident" module  i do not want to touch or disturb the existing out of box functionality.

If i need to customize it how i can achieve it. 

Thanks,

Shekhar,

[Anil Lande]

Hi,

Do you have any existing notifications for this?

Not sure what is existing functionality (that you don't want to touch).

[Anil Lande]

1. Upgrade P3 to P1 Sub Line - "ServiceNow upgraded to Priority 1 from Priority 3 - High Incident INC00000 has been assigned to ""Queue name""

---> For this  scenario you can create a notification with conditions: Priority [Changes] AND Priority [Changes to] P3 AND Priority [Changes from] P1.

And vice versa for another scenario.

[Shekhar Deshin1]

Hi ANil,

We have this out of box notification "Incident Priority Raised" but it shows as when to run "Triggered" 

not getting what is triggering from (with BR OR Flow designer) ... If i change this to above scenario will that affect all the Incident Priority changes .

Please suggest.