Email Notification

[subashds6515]

Hi,

Create email notification on the incident table.

Subject: Incident state Changed.

Body: incident previous state and updated state.

How to display the incident's previous state and updated state in the email body?

Thanks,

Subash

[Kartik Magadum]

Hello @subashds6515 

In the "Email Body" section, you can use a script to display the incident's previous state and updated state. You can use a script similar to the following:

Incident state has changed from: ${gs.getMessage(previous.state)} to: ${gs.getMessage(current.state)}

Please Mark my Solution as Accept and Give me thumbs up, if you find it Helpful.

Thanks & Regards,

Kartik Magadum

[Albert]

You may use an event to trigger the notification and pass on the previous state using the event parameters.

Previous: ${parm2}
Current: ${current.state}

[Vishal Birajdar · Accepted solution]

Hello Subash,

Step 1. Create event registry 

e.g,  incident.state.change

Step 2. In notification  "When to send" section

Step 3. You can write onBefore/onAfter Business rule as per your requirement to trigger the notification.

When to Run : State changes

Script : 

(function executeRule(current, previous /*null when async*/) {

    var previousState = previous.getDisplayValue('state');
    var currentState = current.getDisplayValue('state');
    
     //pass both the values in event parameter
     gs.eventQueue('incident.state.change',current,currentState,previousState);

})(current, previous);

In the Notification :

incident previous state =  ${event.parm2}
updated state  = ${event.parm1}

Output : 

[Community Alums]

Hi ,

Vishal explanation is correct , follow his process.

Que: Why we need to use the Business rule?

Explanation: previous attribute is available only in Business rules and no where else. In case you need this feature, you will need to create a new field on your form which will store the previous value. You can then use the below code to access the field.