Email notifications for particular types of incident

[Warren Pilkingt]

I am looking at implementing a email notification rule, so that when an incident is raised via a self-service form (effectively a record producer to produce an incident) with a particular category, subcategory and incident type, it sends an email to a group of users to inform them that the incident has been raised.

However, despite creating the group, creating the notification and adding an appropriate rule so that:

• The incident has been inserted
• Active = True
• Category is correct category
• Subcategory is correct subcategory
• Contact type is correct contact type
• Group is emailed suitable email if successful

Preview mode shows the email and the correct recipients, and the weight is set to 0 so should always send provided conditions are met.   However, when the incident is raised, only the person raising it receives the standard incident email (this is a standard notification) and no other ones go out.

Is this because there's two notification rules present for when a record is inserted (or triggers, as per the set up email notification document at Create an email notification ) despite the conditions being different, or is this because on inserting a record, despite the fields being populated once the record producer script has run to create the incident, it can't see the criteria correctly and never sends?

[Chuck Tomasi]

The weight shouldn't be a factor here since you are not sending to the same recipient. I'm not exactly sure what is going on here, but will let you know if I discover anything.

If nobody else jumps in on the conversation, I recommend reaching out to customer support. I'll be interested to hear what they have to say.

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[Warren Pilkingt · Accepted solution]

Chuck,

You'll be pleased to know after some checking, we've managed to get this to work successfully.

The record producer script added the category, but it was actually requiring the category value instead of the label, so whilst the label was "Digital" the value was "digital", and naturally it's case sensitive.

Amending the script to set the value still populated the field in the incident record correctly, but also meant that the notification did then go out.   Of course the value could have been changed to match the label's case, but generally the values are lower case (and if need be with underscores instead of spaces) to keep them neat and tidy

Working fine now, so I've noted in future to check the record producer script syntax against the values for an initial troubleshooting step.

[Chuck Tomasi]

Thank you Warren. It wouldn't have been difficult for me to pick that up via the community without seeing the record producer script and the choice list values. Thanks for sharing, glad it's working. Watch those choice list VALUEs in the future.