Escalate button to send the notification from incident

Learn SN · ‎06-13-2019

Hi Experts,

I have a button ( UI ACTION) called escalate on incident form. I want that when i click that escalate button, escalation email goes to assigned to 's manager and assignment group's manager.

Can someone help me achieving this ?

Thanks!

Dubz · ‎06-13-2019

OK, if you want a popup you'll need to go to the client but you can still show an info message with the server:

gs.eventQueue('escalate_incident', current, current.assigned_to.manager, current.assignment_group.manager);
gs.addInfoMessage("Your incident is escalated");
action.setRedirectURL(current);

View solution in original post

Riaz3 · ‎06-13-2019

Hello,

We have something similar.

What I have done is put a tick box in called "IM Alert Sent" which is ticked when the button is pressed.

This triggers and email which send out to people I define.

To add the managers in just dot walk, as long as they are in Service Now user record as the managers you can just dot walk.

R.

Dubz · ‎06-13-2019

You can generate an event in the UI action and use that to trigger an email. You can pass through the manager and group manager in the parameters

gs.eventQueue('your.event.name', current, current.assigned_to.manager, current.assignment_group.manager);

Learn SN · ‎06-13-2019

Hi David,

Thanks for the solution, however I want email to contain incident number as well. How do I pass that in the subject line?

Thanks!

The SN Nerd · ‎06-13-2019

Create an Event (System Policy > Events > Registry)
Create UI Action with the code to queue event, passing in managers as parameters
Create Notification (System Notification > Email > Notifications) with Send when of 'Event is fired' and select your event name
After saving the record, select Related Link 'Advanced view'
Select 'Event parm 1 contains recipient' & 'Event parm 2 contains recipient'

ServiceNow Nerd
ServiceNow Developer MVP 2020-2022
ServiceNow Community MVP 2019-2022