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 · ‎09-29-2016

Am i supposed to use Business Hours Schedule or After Hours Schedule?

Abhinay Erra · ‎09-27-2016

There is an error in the last line. Your function declaration should be like this.

(function executeRule(current, previous /*null when async*/) {

// Add your code here

})(current, previous);

Also, when I say event name in gs.eventQueue(), I meant to say put the name of the event you registered. This link will be helpful on registering the event.

http://wiki.servicenow.com/index.php?title=Event_Registry#gsc.tab=0

etobia · ‎09-27-2016

Thanks Abhi. It has been corrected......i've accidentally deleted that line.

Abhinay Erra · ‎09-29-2016

After hours schedule. And moreover your notification setup is wrong. it should be based of an event.

etobia · ‎09-29-2016

Actually i failed to mentioned i tried both using an event below but with no avail. Maybe im missing something with this event to get the BR to run. BTW...I really appreciate your input.