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]

Can you tell me that the assignment group will be changed after the record is submitted or it will take by default?

[eumak]

Hello Karan, 
As you asked I have tried something for your reference. 

I have worked on Table - sc_req_item

1. Create an event registry 

2. Create a BR Like the below SS 

Write the below code in the advanced section to trigger a particular event

(function executeRule(current, previous /*null when async*/) {
	gs.eventQueue('EMAIL_to_particular_group',current,'','');

})(current, previous);

3. Create the Notification (below ss)

For sending to the particular user & Group add them in the who will receive section(I have done this to send both group people & user, you can follow your own way).

lastly, You can write the email body of your choice.

The above scenario will work once the RITM is submitted & the assignment group will be changed to your req.(give the same group in BR Condition).

I have tested on my PDI & working as expected. You can make changes according to your req.

Mark it as helpful or correct, If Applicable

Cheers..!
Happy Learning:)
Tushar

[karan15]

Thanks Tushar for your help , i will try this and get to you . appreciate it 

[eumak]

Sure karan

[eumak]

Hello Karan,

If my response helped, please mark it correct and close the thread so that it benefits Others.

Cheers..!
Happy Learning:)
Tushar