Trigger P1 and P2 Notifications to Assignment Group for Incidents

[SNOW46]

Hi All,

I want to configure some Incident Notifications for the P1 and P2 Incidents. Whenever there is P1 and P2 Incidents created notification will be triggered to the Assignment Group so the whole team will get notified in order to avoid the Response SLA Breach.

Can anyone help me on what all conditions I need to define and configure the notification.

Thanks in Advance

[Tanushree Doiph]

SLA Notification is designed OOB in Workflow Default SLA Workflow. Navigate to Workflow Editor and search of Default SLA Workflow and you see the Activity as Create Event open after last SLA Percentage timer activity as shown below.

Once you open the Create Event you can the users in the Parameter 1 & Parameter 2 sections as shown below:

 You can write if else condition before trigger event.

Mark it as Helpful or Correct based on the impact of the response.

Thanks

Tanushree

[SNOW46]

Hi Tanushree,

I am looking for Notification Configuration rather going for Workflow. Can you please help me in configuring the same.

Thanks

[Justin77]

I think the only condition you will need in your notification's "When to send" section will be "Priority changes to 1 or Priority changes to 2", this would be for a notification on the incident table that is sent when a record is inserted or updated.

[Kunal Varkhede]

Hi,

If you want configure some incident notifications for the P1 and P2 incident there are some OOTB notification available you can use them or if it is not available then create notification on particular form.

In Notification -

1)When to send(Section) - condition is -

Assignment Group is Not Empty

And

Priority is 1-Critical or  

Priority is High-2 

2)Who will received(section)-

Users/Groups in fields - Assignment group.Include members

I hope it will help you.

Please Mark Correct/Helpful answer if it help you in any way.

Thanks and Regards,

Kunal.