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

Learn SN · ‎06-13-2019

Hi Paul,

I want subject to contain escalated incident as well

Thanks!

Dubz · ‎06-13-2019

Because you're passing through the current object you can access all the fields on the incident as you normally would in a notification.

Learn SN · ‎06-13-2019

Hi Paul,

I also want to show a message on incident form that "Your incident has been escalated" . I want this to happen when escalate button is clicked.

For this if I make UI action as client side, i will not be able to call gs.eventqueue.

Could you please help me how can I achieve this ?

Thanks!

Uma

Dubz · ‎06-13-2019

Lol, you're string betting Uma! Any other requirements?!

You can run client and server side script in a ui action but you shouldn't need to just to add a comment. You can do that on the server side with

current.comments = 'your comment';

Learn SN · ‎06-13-2019

this is not working. I do not see any comments on the form . below is my code

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