How to Trigger Push Notification to Former Assignee When WOT Visit Unassigned

Nataliia_Lova
Tera Guru

‎07-17-2025 02:08 AM

Hi Community,

I'm working on a push notification in our FSM project and need some guidance.

Scenario:

  • A WOT bundle or standalone WOT is assigned to agent,
  • The Scheduled Start Time is within the next 2 hours,
  • If the agent is unassigned from the visit (due to removal, rescheduling, or cancellation),
  • A push notification should be sent to the former assignee with the message: "WOTID removed. Review your upcoming visits."
  • Clicking the notification should direct the agent to the "My Tasks" screen.

What I've done so far:

  • Created the Push Notification Message and Push Notification Content,
  • Created the Notification,
  • Registered the Custom Event.

My questions:

  1. Do I need to create a Business Rule or a Script Include to trigger the custom event when the agent is unassigned?
  2. How can I capture the former assignee to send the notification after the unassignment? Since after unassigning, the Assigned To field becomes empty, how can I reference the person who was assigned before the change?
  3. What's the best approach to send the notification to this former assignee after the task is unassigned?

Appreciate any suggestions, examples, or best practices. Thanks in advance!

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Tushar
Kilo Sage
Kilo Sage

‎07-17-2025 02:27 AM

Hi @Nataliia_Lova 
With Business Rule we can compare current.assigned_to (new value) with previous.assigned_to (old value) and If current.assigned_to is empty and previous.assigned_to has a value, the agent was unassigned.

 

Condition: (assigned_to.changes() && !current.assigned_to.nil()) || (assigned_to.changes() && current.assigned_to.nil())

 

(function executeRule(current, previous) {
    if (current.assigned_to.nil() && !previous.assigned_to.nil()) {
        var scheduledStart = new GlideDateTime(current.scheduled_start);
        var now = new GlideDateTime();
        var twoHours = gs.minutesAgo(-120); // 2 hrs ago
        if (scheduledStart.after(twoHours) && scheduledStart.before(now.addHours(2))) {
      
            var formerAssignee = previous.assigned_to;
            // Trigger your event
            var event = new GlideRecord('sysevent');
            event.initialize();
            event.setValue('name', 'wot.unassigned.notification');
            event.setValue('parms', {
                assignee: formerAssignee,
                wot_id: current.sys_id,
                message: 'WOT' + current.number + ' removed. Review your upcoming visits.'
            });
            event.insert();
        }
    }
})(current, previous);

Thanks,

Tushar

 

 

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