Send Email Notification when Incident Priority is Raised not when Priority is Lowered

[Leon Els]

Greetings friends 🙂

The below configuration works great, but it also sends a notification when the Priority is Lowered 😞 
Appreciate any guidance you have on how I can prevent it from triggering when Priory is Lowered.

Thank you! 🙂 

[Riya Verma]

HI @Leon Els ,
I trust you are doing great.

1. Identify the notification configuration you're currently using. Let's assume it's a Business Rule called "SendNotificationOnChange".

2. Open the Business Rule and locate the script section where the notification is triggered.

3. Before the notification code, add an if statement to check the value of the priority field. Here's an example using the GlideRecord API:

if (current.priority != previous.priority) {
  // Code to send the notification
}

• Save the modified Business Rule.
•  

[Leon Els]

Hi @Riya Verma, thank you SO much for your response.
I am new to ServiceNow, but do not believe there is a business rule for this specific notification with our configuration.

Is there a way to use logic from the email notification in my screenshot above to accomplish our goal?

Thank you!

[Leon Els · Accepted solution]

My colleague was able to come up with below logic that works perfectly.
It only triggers when Priority is Raised. (Not Lowered)