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

Got it. I'll try that....

etobia · ‎10-03-2016

Hello Abhi,

Just wanted to provide an update. Your recommendation worked like a charm. Now, I just need to figure out how to prevent the normal notification from being sent after hours. Right now, if an incident is created after hours, both notifications get sent out.

Abhinay Erra · ‎10-03-2016

How is this notification sent? Is it sent when an event is fired? Post the screenshots of the notifiaction

etobia · ‎10-03-2016

Here you go....

Event

Notification

etobia · ‎10-03-2016

What's odd is the notification is not triggered by the event, only on record inserted or updated