Need to send the assigned to user with the date and time the incident is assigned

[ab]

I need to send the notification to 'assigned to' user in which body will contain the date/ time on which the incident is created and the date/time that incident is assigned to that user.

TIA

[Yousaf]

Hi ab,

Follow this,

https://docs.servicenow.com/bundle/quebec-platform-administration/page/administer/notification/task/...

Mark Correct or Helpful if it helps

[Viknesh Pannirs]

Hi,

As you will be sending the email when the incident is assigned, I assume the assigned time can carry the current time. For that, you need to create a notification email script first and use it in the HTML message along with the created date that will be available already as a variable.

Refer to the below link.

https://developer.servicenow.com/dev.do#!/learn/learning-plans/sandiego/new_to_servicenow/app_store_learnv2_automatingapps_sandiego_notification_email_scripts

If your requirement is not to send the current date then the assigned time needs to be captured in a field in the Incident record and I believe that can be used similar to the created date field though I didn't check this.

Please refer to the document that has the screenshot of the email script, notification, and preview.

[Viknesh Pannirs]

Please refer to the document for the screenshots.

[Afsar Hussain · Accepted solution]

Hi, 

For this you need to create event and email scripts first. Then in the notification record under when to send section you have to select as When event is fired in when to send field. And in the event name you have to select  the event which you have created.

Then you have to create a business rule to fire that event using eventQueue method. In the business rule when to run section you have to select after update and in the condition you have give when assigned to changes. 

In the notification, under what it will contain section mention the mail script name you have created.

Note: (i)In notification, Under who will receive section, the Event parm 1 contains recipient checkbox must be checked.

(ii) Create event with the name mentioned in the business rule i.e selectAssignedTo and select table as incident.

Now, whenever any incident assigned to field changes, that notification will be sent to assigned to user with created and assigned date and time of the incident specified in the mail script.

Please see all the screenshots for Event, business rule, email scripts, notifications and preview email.