Send Email Notification to Caller when Incident is auto-resolved

Jagadish10 · ‎08-27-2018

Hi All,

I have created a catalog Item which simply creates and auto-resolves incidents. For this, I have setup an email notification to go out to the caller. Attached is my "When to send" condition. Notifications are not getting triggered and not able to view logs in email logs.

Please advise what could be the issue.

Thanks

Jagadish10 · ‎08-28-2018

Hello Ashutosh and Palmen,

I troubleshooted further to see why I'm not receiving notifications from system. On the other hand, I configured the same set-up (Catalog Item and Notification) on my personal Developer Instance and surprisingly, emails were coming through within a minute.

So, then I removed the email layout and template I had used in my email notification on DEV instance and tested again, emails were now coming through.

So it was my email template that was stopping the emails to flow through. Strange root cause but somehow after changing the layout, I'm now receiving notifications.

Thanks to you both for helping on this.

Thanks

Jagadish

View solution in original post

palmen · ‎08-27-2018

What does the incident look like? I assume you are creating an incident here with a record producer.

Is the incident inserted with Resolved state?

I can see a few warnings here regarding this though since you might have other incidents with the same short description and state resolved. This notification will also trigger any time there is an update to an resolved incident with the same short description and that could cause a lot of emails to the caller.

Jagadish10 · ‎08-27-2018

The incident is created using Record Producer and is inserted with Priority = P3 and state = Resolved.

Is there any other way or best practice, that I can follow to send notification?

Thanks
Jagadish

palmen · ‎08-27-2018

What is the short description?

You can definitely doing it the way you've set it up, but I would have the notification only trigger on insert and not update (to avoid multiple emails for every update).

For trouble shooting, remove the short description condition and only have state is Resolved, and only run on insert. Insert an email address in the who will receive tab to eliminate that the user it's being send to doesn't have an email or have email sending disabled.

Ashutosh Munot1 · ‎08-27-2018

HI,

Issue here is, there can be a order issue for triggering the email and setting the field to Resolved.

I have seen this issue previously. Because after inserting if the state is getting changed to resolved then it wont trigger,

Thanks,

Ashutosh

palmen · ‎08-27-2018

It all depends on how you create the incident, if you set the value to Resolved upon insert you shouldn't have to worry about the value changing.

The notification should trigger after the incident is inserted and will look at the value at that time. As long as you don't have any other rule that causes the state to change this should be safe.