How to notify user with incident changes ?

[lars7]

Hi

I want to make a notification that display any updates/changes made to an incident by someone else than the incident's "assigned to".

Is it possible to include the update/change, whatever it may be, in the notification message? and if yes, how so?

cheers

[Raghu Ram Y]

Yes, it is possible. create a notification like below so triggers for each and every update on incident.

[lars7]

I have done this but i need to include the actual changes made to the incident, in the notification

[Raghu Ram Y]

If u want to send what change is made, in such scenarios you need to create multiple notifications and under conditions you need to select specific field...

Ex: If you want to trigger notification when additional comment changes, then under conditions you need to add...

Additional comment changes.

[Abhijit4]

Hi,

You would need to write BR which will trigger on an update of the record. And pass current and previous object to notification and check which field have been changed by using below script logic.

BR script :
gs.eventQueuue("event_name",current,previous,"");

Notification script :

previous=event.parm1;
for (var x in current){
  if (current[x] != previous[x]) {
  template.print("Field"+current[x]+"has changed");
}

Let me know if you have any further queries.

Please mark this as Correct or Helpful if it helps.

Thanks and Regards,
Abhijit
Community Rising Star 2022