Scenario Based Question - ITSM

[priyayadav8]

Whenever an Incident's priority changes to P1, you want to notify the user and make attachments mandatory .How to achieve this?

[Sarthak Kashyap · Accepted solution]

Hi @priyayadav8 ,

I tried your problem in my PDI and it works for me please create OnBefore Business Rule on your Incident table, and add below script

(function executeRule(current, previous /*null when async*/ ) {

    // Add your code here
    gs.log("Inside BR");
    if (current.priority == 1 || current.priority == "1") {
        if (current.hasAttachments() != true) {
            gs.log("Inside BR IF");
            gs.addErrorMessage("Please add an attachment");
            current.setAbortAction(true);
        }
    }


    gs.eventQueue('Event_Name', current, current.caller_id, current.assigned_to);

})(current, previous);

You can create a event from event Registry and create a Notification, trigger that notification when event is fired, and in who will receive section check the checkbox of recipient contains parm1 &parm2. Add your subject and body accordingly.

Result

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

[priyayadav8]

Hi Sarthak,
 Thanks it's working ,without event also we can achieve this.

[MaxMixali]

 

Hi you can create a new Notification

1. Navigate to: System Notification > Email > Notifications
2. Click New
3. Configure:

Notification Configuration:- Name: P1 Incident - Notify User and Require Attachments- Table: Incident [incident]- Active: ✓- Send when: Update
When to send tab:Conditions:- Priority changes to 1 - Critical
Who will receive tab:- Users/Groups in fields: Caller
What it will contain tab:Subject:Your Incident ${number} Has Been Escalated to P1 - Critical
Message HTML:<p>Hello ${caller_id.name},</p>
<p>Your incident <strong>${number}</strong> has been escalated to <strong>Priority 1 (Critical)</strong>.</p>
<p><strong>Incident Details:</strong></p><ul>    <li><strong>Short Description:</strong> ${short_description}</li>    <li><strong>State:</strong> ${state}</li>    <li><strong>Assigned to:</strong> ${assigned_to}</li>    <li><strong>Created:</strong> ${sys_created_on}</li></ul>
<p style="color: red;"><strong>IMPORTANT:</strong> Attachments are <u>mandatory</u> for P1 incidents. Please ensure you have attached all relevant files (screenshots, logs, error messages, etc.).</p>
<p><a href="${mail_script:incident_link}">View Incident</a></p>
<p>If you have questions, please contact the IT Service Desk.</p>
<p>Thank you,<br>IT Service Desk</p>

[sniks2122]

Hi Priya,

We can achive this using client script as well,but /

Why Client Script is NOT a useful solution for mandatory attachments

Client Scripts run only in the browser/UI, so they work only when a user is manually updating the record from the form.
They do not run for:

1. REST API updates
2. Integration updates
3. Flow Designer / Workflow updates
4. Import Set / Transform Map updates
5. Background scripts
6. Other Business Rules or Scripted updates

This means if Priority becomes P1 through any non-UI method, the Client Script will never trigger, and the incident can still become P1 without any attachment, which breaks the requirement.

Business Rule = server-side → mandatory for all update paths

Before Update BR:

if (current.priority == 1 && previous.priority != 1) {

    if (!current.hasAttachments()) {
        gs.addErrorMessage("Attachments are mandatory when priority becomes P1.");
        current.setAbortAction(true);  // Stop the update
    }

}