how to send a notification when incident state is cancelled and attached RITM to incident
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
03-10-2023 07:46 AM
Hi can anyone help me with the scenario for the email notification to be created when incident state is cancelled and attached the ritm to the incident i want a email to the caller of the incident caller.
subject: Your incident has been ********* with the associated ritm
regards
sai charan
- Labels:
-
Incident Management
-
Service Desk
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
03-10-2023 11:07 AM
First, you will need to create a business rule in ServiceNow that triggers when an incident state is changed to "Cancelled" and a ritm is attached to the incident. This business rule can be configured to run a script that sends an email notification to the caller of the incident.
Within the script of the business rule, you will need to use the GlideRecord API to query the incident record and retrieve the details of the incident and the associated ritm. You can use the "current" object to access the current incident record being updated and the "related" object to access the ritm record associated with the incident.
Once you have retrieved the necessary details, you can use the GlideEmail API to create and send the email notification to the caller of the incident. You will need to provide the email recipient (i.e. the caller), the subject of the email, and the body of the email.
In the subject of the email, you can use a message like "Your incident has been ********* with the associated ritm" and fill in the blank with an appropriate verb that describes the outcome of the incident being cancelled (e.g. "closed", "resolved", "cancelled", etc.).
In the body of the email, you can include more details about the incident and the associated ritm, such as the incident number, the ritm number, the reason for cancellation, and any other relevant information.
After testing and validating the business rule, you can activate it to start triggering the email notification when an incident is cancelled and a ritm is attached.
Please mark my reply as Helpful and/or Accept Solution, if applicable. Thanks!
