Follow up - e-mail notifcation

[markdgoahead]

Morning all.

I'm a little stuck trying to set up "Follow Up" feature in the incident form.

I'm trying to set up an e-mail notification to fire off to whoever the incident has in the "Assigned To" field, condition being when the follow up time is within 1 hour.

For example, I have an incident assigned to me. Sally isn't free for me to look into until 4:30pm tomorrow. I want to use the "Follow Up" feature to notify me by e-mail to call her and chase the problem up tomorrow at 4:30pm. I set the follow up for this time and it e-mails me with a generic email template telling me to call the user.

I've set up the e-mail notification and added the follow up feature onto the form layout but it's not triggering the e-mail and I can't figure out why. I think I need to add some script but I'm a total novice at Service Now config.

Could someone be kind enough to lend a helping hand?

Thanks!

[Pradeep Sharma]

Hi Mark,

Are you firing this email notification through events. If yes, then make sure the "send to event creator" and "Event parm 1 contains recipient" checkbox is true in the email notification. You have to click advance view link in email notification to see this fields.

Please let me know if you have any questions.

[markdgoahead]

Hi Pradeep, thank you for your time.

I can't find the option for "send to event creator" or "event parm 1 contains recipient" check boxes.

I thought this would be easier done creating a business rule but between creating business rules, event triggers and scripts my head is all over the place and think I need to start from scratch and build everything from new.. this task has plagued me for hours now!

[Pradeep Sharma]

Hi Mark,

You will find the option once you click on the advance view link in the email notification.

Also you can refer the below links.

http://wiki.servicenow.com/index.php?title=Events_and_Email_Notification

http://wiki.servicenow.com/index.php?title=Email_Notifications

I hope this helps

[markdgoahead]

Pradeep, I've looked through this again and tried to create a basic E-mail Notification which has the following:

Table - Task (not sure if task or incident as it's within an incident but Follow Up itself resides in the Task table.. confused)

Type - Email

When to send -

Send when Record inserted or updated (both updated and inserted ticked)

Conditions:

[Follow up] [is anything]

What it will contain

[Email template - Follow Up Template (I created this)]

Still not working when I enter anything into "Follow Up" date/time on the incident form, I don't receive any e-mails.

Any ideas what I've done wrong?

Thanks.