Do not send email for requested for if requested for is VIP user

[2021mb21965]

Hello all,

I have a requirement for SR notifications 

Scenario is when VIP user is requested for then notifications shouldn't be sent but opened by can be VIP or no VIP but it should send notification to opened by . How to get this requirement done in single notification.

Thanks

[Tanushree Maiti]

Hi @2021mb21965 

• Navigate to System Notification > Email > Notifications.
• Open the notification for your Service Request(SR)
• Go to the When to send tab.
• In the Condition builder, add the following condition (ensure to dot-walk to the User Table):

              Requested_for.VIP  is  false

Note: To do this, click "Show Related Fields" if necessary, then select "Requested For -> User Fields", and find "VIP".

• In the Who will receive tab, ensure you check Opened by. 

[2021mb21965]

Hello 

Thanks for quick response. If I add this condition then if requested for VIP is true it should send notification to opened by . Then the notification is not triggering for opened by if I use this condition.

Thanks 

[Vishal Jaswal]

Hello @2021mb21965 

There are two ways with which you can achieve this:

1. Configuration (do not require development):

You need to have two notifications like "Request was Opened" and "Request was Opened - VIP". 

Request was Opened Notification:

Below are the screenshots to perform dot walking on Requested for reference field:

Request was Opened - VIP disabled Notification

2. Development: You need to update the When to Send > Send when with the new event which you have to create in "Event Registry" or table name = sysevent_register and then create Business Rule on sc_request table and call this event as described here: https://www.servicenow.com/docs/r/build-workflows/system-events/t_CreateYourOwnEvent.html 

[Ankur Bawiskar]

@2021mb21965 

so what did you start and where are you stuck?