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

ab · ‎07-24-2022

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

Afsar Hussain · ‎07-24-2022

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.

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ab · ‎07-24-2022

Hi Afsar,

Thank you for the response, I need to trigger this notification after 5 days the incident is assigned to the user if there is no update to the assigned incident.

Any inputs?

TIA

Afsar Hussain · ‎07-24-2022

Hi,

Dont know exactly how but you can achieve this through flow designer.

ab · ‎07-24-2022

Hi @Afsar

I don't see the screenshot for the event, can you please add that.

Thanks