Send Email Notification when Incidents created after hours

etobia · ‎09-26-2016

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

Abhinay Erra · ‎10-03-2016

You will have to change this to send when an event is fired. Register a new event and change this notification to go out when that event is fired. In your existing business rule add an else condition

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);

}

else{

gs.eventQueue('event name 1',current,current.caller_id);

}

View solution in original post

etobia · ‎09-27-2016

Here's the BR i created. I used our After Hours Schedule sysID.

Abhinay Erra · ‎09-27-2016

Did you get this working?

etobia · ‎09-27-2016

Hi Abhi,

I will test this afternoon and let you know.

Thanks for your help.

Edwin

etobia · ‎09-29-2016

Hi Abhi,

I tested this and it didn't work. It sends out a normal incident open notification, not the after hours notifcation i created. See below new email notification i created. Am i missing something?

Abhinay Erra · ‎09-29-2016

Notification should be fired based on the event. Because you are logging events in the business rule. But in your notification you still have the choice send When Record is inserted or updated selected.