Create a business rule who activate after update incident to send notification

[MalikB]

Hello im new to servicenow an training, i try to create a business rule who activate in incident when it is resolved send notification to the caller

[Zach Koch]

Take a look at this post, it has some very helpful info on how to use an Event to fire a notification that you set up.

Notification by event 

[Robbie]

Hi @MalikB,

No business rule is required here. Notifications as they're termed in ServiceNow (aka Emails) can be triggered and sent using a condition builder. There is in fact already a notification that is sent upon Incident Resolution for you Out of The Box.

(Make sure it's active (Active flag set to true) if you don't already see it being sent)

In the Naivigation menu, type 'Notifications'. Click on the link under 'Email'.

Here you can search for the notication called: 'Incident resolved'.

Let me know if you have any questions.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.



Thanks, Robbie

[Sumanth16]

Hi @MalikB , 

There are multiple ways to trigger notification when incident changed to resolved. Using Business rule and generating events ,when record Inserted(or) updated , workflows , flows. 

Please refer below thread:

https://www.servicenow.com/community/developer-articles/setup-email-notification-using-business-rule...

Please verify some OOB notifications in PDI instance.

Please mark as helpful/correct if it helps.

Thanks & Regards,

Sumanth Meda