I want to send notification when customer account got escalated.

[Ramu13]

Hi All,

I want to send notification when customer account got escalated.

Could please help me on this with step by step.

Thanks & Regards,

Ramu M.

[newhand]

HI@Ramu13 

What do you mean "customer account got escalated" ?

[Amit Gujarathi · Accepted solution]

Hi @Ramu13 ,

I trust you are doing great.

I m not sure on which table you are looking this operation on but you can follow the below steps to achive the notification.

1. Go to the ServiceNow Studio application and create a new Notification.
2. Choose the Escalation table from the dropdown list of tables.
3. Give your notification a name and a description that clearly identifies its purpose.
4. Under the When to send section, select the Customer escalation  table (Any table which you are using in your use case).
5. Define the conditions under which the notification should be sent. For example, you might specify that it should be sent whenever the Escalation state is set to "Escalated".
6. Under the Who to notify section, specify the recipients of the notification. You can choose individual users, groups of users, or roles.
7. Define the message that should be sent in the notification. You can use variables to insert dynamic data into the message.
8. Save your notification.

Please Mark My Response as Correct/Helpful based on Impact

Regards,

Amit Gujarathi

[newhand]

@Ramu13 

almost like  @Amit Gujarathi  posted.

But in my understand ,step5 may be hard to achive. 

I guess  there is a field used for manage the custom leve ( such as simply from 1 to  5) , when the value get bigger means "customer account got escalated" ?

however, notification conditions can't  get the previous  value of the field  (even using Advanced condition, previous variables cant be used ). 

To cover this, may need to set many conditions such as  "changes from 1 to 2 " "changes from 1 to 3"・・・・all the combinations.....

Maybe need to use BR to trigger the notification.

[Ramu13]

Hi @Amit Gujarathi,

Thanks for the quick response..!

I am trying for the customer_account table but when click on escalated account,not getting any notification mails.

Thanks,

Gopi K.