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?

[Sourabh26]

Hi,

There are multiple ways to have this on place.

I would suggest to create a field on Incident form to have the related change request number in it.

Later on you just need to create a notification on Incident table, triggered on Record Updated and add the condition to include if change is closed then the notification will be triggered.

Select user/caller which receives notification and add the related details in the notification as per the need.

Mark this as Correct/Helpful in case this helps you in anyways.

Regards,

Sourabh

[Sulabh Garg]

Hello

You may create Email notification on closure of change and check if you have associated Incident on change and then you can trigger the notification to the caller of Incident.

Please Mark ✅ Correct/helpful, if applicable, Thanks!! 

Regards

Sulabh Garg

[takagiko]

Hi, Thank you for your reply.

I could create a notification on closure of change, but cannot get the source incident in the notification definition. Do I need to write some scripts?

Regards,

[Saurav11]

Hello,

Considering you have create the notification on Change request table:-

Create a notification email script

Script Screenshot

Script:-

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

Then call the email script in the notification as below considering my mail script name is test:-

${mail_script:test}

Screenshot

Please mark answer correct/helpful based on impact