how to create email rule so that if any ticket or change is assigned to Team A it should go to a particular email or DL they have ?

[karan15]

Hi  Need help

how to create email rule so that if any ticket or change is assigned to Team A it should go to a particular email or DL they have ?

Manager of Team A has asked us to configure all; alerts from service now to come to a particular email or DL for his team 

Right now it goes to old DL which has members from other teams however he wants a dedicated new DL for his team to get snow alerts e.g if any ticket is assigned to them or change pending their approval 

We will create new email distribution list in outlook however how to configure it in SNOW?

[eumak]

Hello Karan,
you can perform the above scenario via triggering Email Notification via Business Rule. In the BR  you can write the condition - > (below is the pseudo-code)
If (Change is assigned to team A)
{

Write the event queue & trigger the particular email. 

}
else {

Trigger the other event queue & trigger that email.
}

If you have started working on it, please share something so that I can help you with the Code.

Mark it as helpful or correct, If Applicable

Cheers..!
Happy Learning:)
Tushar

[karan15]

thanks Tushar , 

No i have not started and am not good with scripting unfortunately 😞 

[eumak]

Let me help you with the code If you can try that.

Can you please tell me the ticket is in the form RITM? Do you need a reference on email creation or BR logic will be fine?

[karan15]

Thanks Tushar , the one which is easier will be fine , just need this team alerted if any Inc , change , request etc is assigned to them on their team email