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

[etobia]

Will do Abhi.

Thank you.

[etobia]

Hi Abhi,

The normal notification did not work, creating a new event and business rule. What happened was it just stop sending email notification during business hours. I am currently troubleshooting this.

Edwin

[Abhinay Erra]

You do not need a new business rule. You can add else condition to the existing business rule.

[etobia]

Here's the updated BR.

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

      // Add your code here

      var sched = new GlideSchedule('8b65551c6fae8500b3a2f941be3ee419');

      var d = new GlideDateTime(current.opened_at);

      if (sched.isInSchedule(d)) {

              gs.eventQueue('incident.created.offhours',current,current.caller_id);

      }

      else

      if (sched.isInSchedule(d)) {

              gs.eventQueue('Incident.Created.BusHours',current,current.caller_id);

      }

})(current, previous);

[Abhinay Erra]

use this

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

  // Add your code here

  var sched = new GlideSchedule('8b65551c6fae8500b3a2f941be3ee419');

  var d = new GlideDateTime(current.opened_at);

  if (sched.isInSchedule(d)) {

  gs.eventQueue('incident.created.offhours',current,current.caller_id);

  }

  else

  {

  gs.eventQueue('Incident.Created.BusHours',current,current.caller_id);

  }

})(current, previous);

Did you create a new event with name "Incident.Created.BusHours" and used that in the notification?