Notification to be triggered to Group's manager if the incident is raised by a VIP caller

[Naresh291]

Hi ,

I have a requirement that if an incident is raised by a VIP caller then the email  notification should go to the group's manager .

Can anyone tell me how to achieve this?

Thanks in advance!

[Piyush Dhoke2]

Hi,

Hope you want to send email to assignment groups manager if caller of the incident is VIP user, so follow below steps:

1. Check caller's VIP flag from users table.

2. Check assignment group is not empty.

Also check if any OOB notification available for related condition.

Regards,

Piyush Dhoke

[Chaitanya Redd5 · Accepted solution]

Hi,

You want to send a notification to the assignment group's manager when caller of an Incident is a VIP User, If my understanding is Correct, You need to add a filter condition to Email Notification that it should only trigger an email to the assignment group's manager when the Caller is a VIP user. Please find below steps to setup the filter condition:

1. Navigate to the targeted notification
2. In "When to Run" tab Select "Send When" as "Record inserted and updated".
3. Check Inserted and Updated checkbox as true.
4. Scroll down and select show related fields in Condition.
5. Select "Caller ->User Fields" and select VIP as true.
6. Add and condition and Select Assignment Group Changes.
7. Now navigate to the "Who will receive" tab.
8. Select "Users/Groups in fields" and select the "Assignment group" field and click on the +
9. Select the manager.
10. Navigate to the "What it will contain" tab and define the subject of the email and enter the body in Message HTML.

Please find the below screenshot for the reference:

Kindly mark my answer as Correct and Helpful based on the Impact.

Regards,

Chaitanya

[Aditi Dwivedi1]

Hi,

I am not able to select Assignment Manager from that '+' sign.

[Aditi Dwivedi1]

Hi,

I am not able to select Assignment Manager from that '+' sign.