notify the caller user of the source incident when the change is closed

[takagiko]

I have created a change based on an incident and I want to automatically notify the caller user of the source incident when the change is closed.

How can I do this?

[takagiko]

Hi, Thank you for your reply.

How can I get the caller of the source incident? That's the person I want to send the notification to.

Regards,

[Saurav11]

Hello then in the mail script please use the below:-

var gr= new GlideRecord('incident');
gr.addQuery('change_request',current.sys_id);
gr.query();
if(gr.next())
{
template.print(gr.caller_id);
}

Please mark answer correct/helpful based on impact

[Saurav11 · Accepted solution]

Ohh then you would require to use a business rule that whenever the change is closed fire an event

So you need to create an event in the event registry

and in the bsuienss rule please use the below script

var gr= new GlideRecord('incident');
gr.addQuery('change_request',current.sys_id);
gr.query();
if(gr.next())
{
var caller=gr.caller_id;
}

gs.eventQueue('eventname',gr,gr.caller_id);

And in the notification check the box send to event parm1

Please mark answer correct/helpful based on impact

[takagiko]

Thank you. I think I can solve the problem that way.