Additional Comments Email Notifications to Caller and Assigned To

[Likhitha G]

Hi Guys,

If  'Caller' is updating  'Additional comments' in Incident, Notification should trigger to 'Assigned to', not for others.

and the same way, If  'Assigned to' is updating  'Additional comments' in Incident, Notification should trigger to only 'Caller'.

If other than Caller or Assigned to is updating Additional Comments, notification should not trigger.

Notifications should trigger only for Caller and Assigned to, how to achieve this? can anyone please help?

[Harish Kota · Accepted solution]

Hi Likhita,

You can achieve this by creating two email notifications

One notification is for 'Caller' and another notification is for 'Assigned to'

Email Notification for 'Assigned to':

When to Send
Check record is Inserted or Updated

Condition: Additional Comment Changes

Advanced Condition:
if (current.sys_updated_by == current.caller_id.email) {
answer = true;
}
else {
answer = false;
}

Who will Receive: in User/Groups in fields update 'Assigned to' and check the 'Send to event Creator'

Email Notification for Caller:

When to Send
Check record is Inserted or Updated

Condition: Additional Comment Changes

Advanced Condition:
if (current.sys_updated_by == current.assigned_to.email) {
answer = true;
}
else {
answer = false;
}

Who will Receive: In User/Groups in fields update 'Caller' and check the 'Send to event Creator'

Thanks,
Harish Kota

If this solution works for you, please hit like/Accept as solution.

[Likhitha G]

Hi Harish,

Thank you, solution works for us.

Thanks,

Likhitha.