Get email notification when an incident is reopened but no longer assigned to you(assignee is blank)

[salocv]

When an incident is set to [Resolved] state and is then re-opened by the customer, the [Assigned To] becomes [blank], therefore removing me as the assignee Agent.

Is it possible to create an email notification for the scenario:

"A ticket that was recently resolved and assigned to you is re-opened."

I did get a push notification in my Agent Workspace but would like an email notification instead.

[Karthiga S]

Hi @salocv 

Yes, it is possible to create an email notification for the scenario you described.

Here are the steps to do so:

1. Navigate to System Policy > Email > Notifications.
2. Click on New to create a new notification.
3. Fill in the fields:
- Name: Give a name to the notification.
- Table: Select Incident [incident].
- When to send: Select "When records are updated".
4. In the "When to send" section, click on Advanced condition.
5. Write a condition that checks if the incident state has changed to "Open" and the previous state was "Resolved". You can use the previous object to access the previous values of the fields. 

(current.state == '2' && previous.state == '6')

This condition checks if the current state of the incident is "Open" and the previous state was "Resolved".
6. In the "Who will receive" section, select "Specific user" and then select the user who was previously assigned to the incident. You can use the previous object to access the previous values of the fields. 

previous.assigned_to

7. In the "What it will contain" section, you can customize the email subject and message to include information about the incident.
8. Click on Submit to save the notification.

This will create a notification that will be sent to the previously assigned user when an incident is re-opened.

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