Send case notification when opened by is different to the contact

[Luke James]

Hi All, 

I have a requirement on a case to send an a notification when the case is opened and the contact on the notification is different to the opened by. 

I've tried building this in the condition builder, but it won't let me do this. Does anyone know how I can meet this requirement? 

Kind Regards, 

Luke

[Dr Atul G- LNG]

SO you mean , opened by and contact is different on case form?

[Luke James]

@Dr Atul G- LNG . 

The send conditions should be this: 

- state is in state New

- Case is "Active"

- contact is different to opened by on the case form. 

Kind Regards, 

Luke

[Krushna R Birla]

Hi @Luke James 

In ServiceNow, using the condition builder you can't directly validate two fields on a form to check whether they are the same or not. Therefore, in my opinion, it's best to utilize events and create a script action to validate both fields in the backend. You can then add the name of that event as a trigger in your notification, and you should be all set to go.

This will definitely helps you to resolved your issue. Let me know in case you need to understand the flow or you can DM on LinkedIn.

If this solution resolves your query, kindly mark it as the accepted solution and give it a thumbs up.

Best Regards,
Krushna Birla

[Sid_Takali]

HI @Luke James follow below screenshot 

Please Mark my answer Correct/Helpful, If I'm able to resolve your issue,

Regards,

Siddha