How to re-trigger an email notification

[chadlockwood]

We have created a notification for an HR survey that is triggered by a case where the state changes to closed complete/closed incomplete. There were already survey instances in Prod when we deployed the notification, meaning users were not notified that they had a survey to fill out. While all users are able to go to the portal and access their surveys under My Surveys, I would like to also send them the new notification to get them directly to the survey.

Is there a way to trigger the notification as if the case state just changed to closed complete, without making any changes on the case?

The notification does get some data from the case so it would need to be triggered with that reference.

[Sandeep Rajput]

@chadlockwood If you are triggering notifications via an event then you can simply write a fix script/background script and use GlideRecord with encoded query to fetch all those case records where the Survey notification needs to be triggered.

Inside the while loop you can use gs.eventQueue with event name and glide record object to trigger the notification.

Here is an example

var myGlideRecord = new GlideRecord('sn_customerservice_case');
myGlideRecord.addQuery('sys_id','16139f900a0a3ce00120d33ac8629853');
myGlideRecord.query();
while(myGlideRecord.next())
{
gs.eventQueue("my_event",myGlideRecord, 'Text for Parm1' , 'Text for Parm2');
}

Hope this helps.

[chadlockwood]

Were it so simple, but alas, the notification is not triggered by an event. It is triggered by a change in state on the associated HR case. Because of this, I do not want to make any changes on the case. 

[Sandeep Rajput]

@chadlockwood Temporarily change the trigger type to event is fired and trigger the notification for all the affected records by calling the event in a fix script. Revert to the original trigger type once the notification for existing cases are triggered. 

[Jayant_M · Accepted solution]

Hi,

You can create one additional notification with the same content and running it by giving date condition.Deactivate the notification after that . Other than this i can't find any other way to trigger the notification.

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