Send email to previous Assigned to when Assigned to changes

Bogdan18 · ‎01-15-2016

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 Dailey1 · ‎01-15-2016

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:

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"
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.

View solution in original post

tony_barratt · ‎01-17-2016

Hi Brian,

This is an interesting thread which kicked off with a interesting question.

I was wondering however about the u_default_group in the condition field you refer to.

Am I missing something or is this unexplained?

Best Regards

Tony

Brian Dailey1 · ‎01-17-2016

Hi Tony,

It's a mystery...

No, that is a custom field we've added to [sys_user] for various uses (automatic assignments by category, notifications, etc.). I hadn't thought about that in my earlier post... A regular Joe (such as yourself) would need to adjust that condition to something like:

current.assigned_to.changes() && (current.assignment_group.sys_id == previous.assignment_group.sys_id)

The rest of that solution should play out the same, though.

Good catch.

-Brian

Bogdan18 · ‎01-18-2016

Hi Brian,

Thank you for taking the time to detail the solution, it worked perfectly.

Thanks,

Bogdan

Brian Dailey1 · ‎01-18-2016

Glad to hear it.

-Brian