How does CI affected notification works?

[Aanchal Mehndi1]

I have raised an incident in my personal instance with CI which i already subscribed for notifications but notification is not getting triggered.

However, Event "ci.affected" is getting processed.

Can someone help me understand what i am missing?

[Chuck Tomasi]

Use the Preview Record field to change the value to the field you wish.

[Aanchal Mehndi1]

Hi Chuck Tomasi,

Email is getting triggered now but there is something strange which i have observed, email is not getting triggered for the logged in user[who is creating an incident record], instead is getting triggered to the other users who are subscribed to that CI.

It's happening because Sent to event creator is false by default.

I don't know this is expected behaviour or bug.

Also, Affected CI notifications is created on incident table but it is working for other records as well[Problem, Change].

Is it expected behaviour?

[Chuck Tomasi]

Send to event creator defaults to off because the thought is "if I made the change to the record, why do I need to get an email? - I already know what I did." That's not a bug. You are welcome to change the default if you like at the dictionary level for that field.

As for the event, the event itself is not tied to any table, the notification is. You can easily create a new one by going in to the incident notification, changing the table and do an Insert & Stay to create one for problem, change, etc.

[Aanchal Mehndi1]

I did that already, when i inserted it for change and problem by changing the table in the incident notification.

But, whenever i am raising a problem/change record, incident notification is getting triggered always, not the problem or change one.

[Chuck Tomasi]

That's because the event is not table specific. It can trigger any number of things that are set to respond to it. You have several notifications, you can also set script actions to run. It's a part of what makes events so powerful. The system just says "Hey, something happened, who cares?" and you can define who cares. Right now you have multiple notifications listening for that event. If you want separate events for separate notifications, then you need to create a new event for each e.g. incident.ci.affected, problem.ci.affected, change_request.ci.affected and create the trigger for those such as a business rule calling gs.eventQueue()

http://wiki.servicenow.com/index.php?title=Events_and_Email_Notification