Follow up - e-mail notifcation

markdgoahead
Kilo Explorer

‎03-06-2015 03:13 AM

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!

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Kalaiarasan Pus
Giga Sage
In response to markdgoahead

‎03-06-2015 05:49 AM

Are any emails working on the instance ? Check the email logs to see if the email are present or not


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markdgoahead
Kilo Explorer
In response to Kalaiarasan Pus

‎03-06-2015 04:26 AM

Thanks for replying Kalaiarasan.



I've looked through that and tried to follow it but getting lost (I don't think you understand just how new I am to all of this configuration business! )



As per my reply above to Pradeep, I think maybe I need to start fresh with this as it's been bugging me for hours and I don't feel any further forward. Is there a specific order I should set up the rules and events and a way to make them all talk to each other?



Thanks again.


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