Email notification to team

[Sharath807]

Hi all, so how to trigger a  Mail notification to respective support team 1 or  support team 2, when incident is pending with "Inactive" members.

[Community Alums]

I don't have access to my laptop today.  Will provide tomorrow 

[Community Alums]

Rohit's solution will work. Thanks.

[Rohit99 · Accepted solution]

Hi @Sharath807 ,

Create Event as Follows:

To work on past/existing records you may write fix script as follows:

var gr = new GlideRecord('incident');
gr.addEncodedQuery('active=true^assigned_toISNOTEMPTY')
gr.query();
while(gr.next())
{
if(gr.assigned_to.active == false)
{
gs.eventQueue('Inactive User Notification', gr , gr.number, gr.short_description); 
}
}

For further inactivation of users you may write business rule as follows:

Type : before->Update

condition: active -> changes to -> false

script:

var gr = new GlideRecord('incident');

 gr.addQuery('assigned_to',current.sys_id);

   gr.query();

    while(gr.next())

    {

        gs.eventQueue('Inactive User Notification', gr , gr.number, gr.short_description);

    }

Now you can write the notification and in when to send field select event is fired.

Please mark my response as correct and helpful if it helped solved your question.

Thanks,

Rohit Suryawanshi

[Rohit99]

Hi @Sharath807 ,

Have you tried the given solution ?

Please mark my response as correct and helpful if it helped solved your question.

Thanks,

Rohit Suryawanshi