Trying to send a notification when Incident State changes to Pending and Pending Reason changes to Customer

[prudhvig]

Hi,

I have configured choices of State field on incident form according to my requirement. One of the states is Pending, and whenever this state is selected, it shows another sub-state named Pending Reason.

I am trying to send a notification to the Customer if the state is Pending and the Pending Reason State is Customer. For this, I have created the following notification :

I have done that, but not receiving any notification. Could anyone please explain why? Thanks in advance.

[amlanpal]

Hi Prudhvi,

Also could you please set the Conditions in the 'When to send' tab as of below:

State changes to Pending

OR State is Pending

OR Incident.state changes to Pending

OR Incident.state is Pending

AND   Pending reason changes to Customer

I hope this helps.Please mark correct/helpful based on impact

[prudhvig]

Hi Amlan,

I have tried it as u said me to. I am still getting no notifications

[amlanpal]

Hi Prudhvi,

Strange, as none of my responses seemed not enough to resolve your issue!

Let's wait for someone else's reply which might lead you toward resolution.

[prudhvig]

No problem Amlan. Thank you very much for responding so patiently.

[prudhvig]

Hi Amlan,

I am so sorry as I came to find out my error.

In the Body of my HTML code, in the first line where I mentioned ${URI_REF} - ${short_description}. Instead of using }, i used ) and that is the reason for the mis-behaviour