Send notification to user, assignment group and assigned to when priority of issues is changed
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‎02-28-2022 04:46 AM
Send notification to user, assignment group and assigned to when priority of issues is changed
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Incident Management
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‎02-28-2022 04:59 AM
Hi
- Navigate to All > System Notification > Email > Notifications, and then click New.
- On the email notification form, enter the following values:
Field Value Name Priority 1 Incident Updated Table Incident [incident] Active Selected Category Incident Alert Send when Record inserted or updated Inserted Selected Updated Selected Conditions [Priority][is][1 - Critical] AND [Updated][changes] Users/Groups in fields Assignment group Subject Priority ${priority} Incident updated
Note: In this notification, the variable ${priority} returns the value 1 - Critical. - In the Message HTML field, enter the following message and script:
Short Description: ${short_description} Click here to view incident: ${URI} Incident number: ${number} Category: ${category} Assigned to: ${assigned_to} Assignment group: ${assignment_group} <hr/> Comments: ${comments}
- From the form context menu, click Save.
- Preview the email notification to ensure it includes all the needed information.
- On the notifications form, click Preview Notification.
- Note that the email includes the following information:
- Short description
- A link to the incident record
- Incident number
- Category
- The name of the user to whom the incident is assigned
- The group assigned to the incident
- Comments from the incident record
- Test that the email notification sends to an assignment group when its Priority 1 Incident is updated.
- Create a user who has an email address that you can monitor, and then create a group that includes the user that you created.
- Navigate to Incident > Open, and then open an incident in which the Priority is 1 - Critical.
- In the Assignment group field, enter the group that you created.
- From the form context menu, click Save.
- Add comments to the form to update the incident, and then click Update.
- Check the email account of the user member in the assignment group.
Mark my answer correct & Helpful, if Applicable.
Thanks,
Sandeep

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‎02-28-2022 05:08 AM

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‎02-28-2022 04:59 AM
Hi,
What you have configured till now?
Where you are lacking/ issue?
Regards,
Sourabh