Send Email Notification when Incidents created after hours

[etobia]

Hello,

Looking for some guidance on how to do this. The goal is to send a different email notification to incidents created after hours. The notification will basically say we will review incident next business day. Hoping to get some help on scripting this.

I would probably need to create the following. Unless if can recommend other way of doing it. Best practice???

Event to trigger notification

Business Rule

Notificaition

Thank You,

Edwin

[Nam Nguyen]

Hi Edwin

I did with a similar approach, but add a schedule so whenever the business rule schedule the event on the next second, it will automatically go to the start of next business day

Having the business rule in there means you can specify exceptions for high priority incidents to be sent outside of business hours as well

- Event to trigger notification

- Notification

- Schedule for business hour

- Business rule to trigger event based on the business hour schedule

[etobia]

Hi Nam,

Thanks for the reply back. We have a after hour support schedule which i am using to trigger this notification. Are you using a custom script to tie this all together? Do you mind sharing?

Edwin

[Nam Nguyen]

Hi Edwin

Unfortunately, I haven't got access to the old script anymore, but you can check out this link here for calculation

http://wiki.servicenow.com/index.php?title=Using_DurationCalculator_To_Calculate_a_Due_Date#gsc.tab=...

and event scheduling here

Notification Examples - ServiceNow Wiki

Here is a fix script I've just created to demonstrate how the business rule can run:

//in your business rule the "now" variable can be replaced with current.sys_updated_on

//just simulating a real record here

var current = new GlideRecord("incident");

current.query("active",true);

current.next();

var now = new GlideDateTime();

dateExample(now,current);

now.setDisplayValue("2016-09-27 19:00:00");

dateExample(now,current);

//this bit is what actually in the Business Rule

function dateExample(now,current){

  var dc = new DurationCalculator();

  dc.setSchedule("08fcd0830a0a0b2600079f56b1adb9ae");

  dc.setStartDateTime(now);

  dc.calcDuration(1);

  gs.eventQueueScheduled("incident.notify", current, now.getDisplayValue(), dc.getEndDateTime().getDisplayValue() ,   dc.getEndDateTime());

  //don't really need the next two lines either  

  gs.print("Start: " + now.getDisplayValue());

  gs.print("Event Scheduled: " + dc.getEndDateTime().getDisplayValue());

}

[Abhinay Erra]

Here you go. Use GlideSchedule instead of durationcalculator. Create an after business rule and log the event from the business rule which in turn fires the notification based on the event.

When: after insert

Script:

var sched = new GlideSchedule('sys_id of your schedule goes here');

    var d = new GlideDateTime(current.opened_at);

    if (sched.isInSchedule(d)) {

        gs.eventQueue('event name',current,current.caller_id);

}

Events and Email Notification - ServiceNow Wiki