Send email to previous Assigned to when Assigned to changes

[Bogdan18]

Hi everyone,

I have to create an email notification based on the Incident table with the following conditions:

        - if the existing Assigned to person from the same support group changes then an email needs to be firing and send a notification to the previous Assigned to telling him that he is no longer the Assigned to person on that incident

So if X from the Smart Support Assignment group for example is the current Assigned to person and Y from the same support group is replacing X with him and assigns himself on the incident as he Assigned to person then an email needs to be sent to X telling him that he is no longer the Assigned to person for that incident.

I have tried to get this done through an email notification but I don't see anywhere in the "Who will receive" tab a option to specify that the email needs to be sent to the previous Assigned to person.

Does anybody know how to accomplish this?

Thank you,

Bogdan

[Brian_Pluff]

Maybe you could create a new field on the inc table that stores the previous 'Assigned To' user, have it get updated through a business rule whenever the 'Assigned To' changes.   This would give you a filed to use for the e-mail notification.

[Goran WitchDoc]

You can trigger an event when it happens and put the "old assignee" as value when you create it, then you can trigger a notification with that.

Let me know if you get stuck.

//Göran

[Ravi Prasad1]

Pass old assignee as a parameter using business rule while triggering the event.

[Brian Dailey1 · Accepted solution]

Hi Bogdan,

I believe the solution for you is in two parts:   1) create an event for yourself by Business Rule, and 2) create a Notification that fires on the new event.

You can reference the previous values of a record within a before/after business rule, but I don't think you can reference previous from within the script on a Notification itself.   So you'll have to do the BR to capture your info and the Notification to respond to it.

Here is how I'd approach this solution:

1. For your Business Rule:
   1. check the Advanced box
   2. in the condition field, enter:
      current.assigned_to.changes() && (current.assigned_to.u_default_group.sys_id == previous.assigned_to.u_default_group.sys_id)
   3. for When to Run, select "After" and "Update"
   4. in the script, enter:
      function onAfter(current, previous) {
            //This function will be automatically called when this rule is processed.
            gs.eventQueue("incident.reassigned", current, current.assigned_to.sys_id , previous.assigned_to.sys_id);
      }
      
      
   5. Register your new event (Event Registry - ServiceNow Wiki) as "incident.reassigned"
2. For your Notification:
   1. Choose Send when: "Event is fired"
   2. On "When to send", Select your new event as the Event name
   3. On "Who will receive", Select the "Event parm 2 contains recipient" checkbox
   4. Fill out the rest of your notification as normal to let the person know they no longer have the ticket.

Good luck,

-Brian

Edit:   What Ravi said... but with more words.