Escalate button to send the notification from incident

[Learn SN]

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]

You will need to submit the form as well to save the comments, one of the few (only?) occasions where it's ok to use current.update();

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

[Learn SN]

but that will save it in the ticket comments, i want this message to pop up as an alert or info message

[Dubz · Accepted solution]

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);

[Learn SN]

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!

[iamkurt]

@Learn SN - Were you able to tackle this requirement, Uma? If yes, how did you do it?