Hi Edwin,
I'm not sure why you would go to all the trouble and complexity of trying to setup a business rule to manage and try to coordinate events between notices, when you can just setup two notifications (one for your regular 'Incident Opened', and one for 'Incident Opened After-Hours'), and include a script in each one to check the schedule and either send/not send. To do so, make sure you click the "Advanced View" link on the notification, so that you can see the 'Advanced Condition' script field on the 'When to send' tab.
First, set your notices to fire when a "Record is inserted or updated", and select only the "Inserted" check box.
Next, you will use a script similar to what Abhinay provided for your business rule, except that:
- It will set the variable 'answer' to either true/false.
- You will need to flip-flop the logic for one of the scripts so that they are complimentary.
Here are your scripts:
- For the Incident Opened After-Hours notification:
var sched = new GlideSchedule('sys_id for normal operations schedule');
var d = new GlideDateTime(current.opened_at);
if (sched.isInSchedule(d)) {
answer = false; //DO NOT send this after-hours notice if we are currently in-schedule
}
else{
answer = true;
}
- For the Incident Opened notification:
var sched = new GlideSchedule('sys_id for normal operations schedule');
var d = new GlideDateTime(current.opened_at);
if (sched.isInSchedule(d)) {
answer = true; //SEND this regular notice if we are currently in-schedule
}
else{
answer = false;
}
And here is how your notifications should look:
After-hours Notification:
Regular Notification:
I think that would be a easier solution for you, and simpler to maintain.
Thanks,
-Brian
