Send email notification when priority has changed.

[Jaykumar Pancha]

I want to send an email notification to "Assigned To" or "Assignment Group" when priority has changed.

For example:
Send notification when priority change from (1 - Critical, 2 - High, 3 - Moderate, 4 - Low) to (1 - Critical, 2 - High, 3 - Moderate, 4 - Low) any one.

An email notification has sent only when priority has changed (update) not when incident is created (insert).

I have created Business Rule and New Notification to send an email when priority has changed. But its not working somehow.

I have been go through below post:
1) https://community.servicenow.com/community?id=community_question&sys_id=32d98329db5cdbc01dcaf3231f96...

[Jaykumar Pancha]

Yes, I have tried and checked email logs and it's not working. And that is the reason that, I have posted post for export solutions from our community members.

[Yousaf]

Ok lets simplify things first keep keep just one condition priority changes.

and also check the checkbox send to event creator in who will recieve tab. and then see if that works.

[Majji Koteswara]

Hi Jaykumar,

Please find below snapshots for your reference to create an email notification when priority changes.

Regards,

Majji Koteswara Rao

[Kamil Surtel]

Hi Jaykumar,

you can do this easily with Flow Designer. Just use record is updated as a trigger and priority changes as an additional condition.

[Jaykumar Pancha · Accepted solution]

Below I had create a new event, business rule and notification to send email notification to assigned to person when incident priority has changed. This solution is working fine. You can cross verify with an email logs and system logs.

1) New event under Event Registry

Register a new event

2) New business rule under Integration

Added new business rule

1) Filter condition

2) Added Advanced script and condition. Script working when priority goes upgrade or downgrade.

Script reference Click here 

3) New notification under System Notification

Added new notification and selected event name which was created

4) Emails under System Logs

Through email logs we can cross verify that email notification has been sent or not.

5) All logs under System Logs > System Logs

Through the logs we can see some printed message.