Send Notification when incident is Re-Open

[Service_RNow]

Hi Team,

I have Problem that when my incident is Re-Open then Notification should be sent to my email that incident has been Re-Open it also Contains some basic Information of my Incident like-

Short Description,

Description,

Priority,

State.

Can Any one help me..

[Prateek kumar]

You can specify a condition:

state-- changes to-- reopen

[Service_RNow]

i will try this.

Thanks for your response.

Regards

Ram Singh

[Allen Andreas]

Hi,

You'd want to first set up a notification for that situation and also create a respective business rule to reopen an incident (if you don't have that setup already) when 'x' happens. Either the user replied to the incident, an analyst reopened it by changing it to active, etc.

Thanks!

[Jaspal Singh]

Hi Ram,

Notification with filter as

State changes from Resolved/Closed   //considering you have ticket closed or resolved before it get reopened.

would work for condition. While for content/message you need to include below

${short_description}

${description}

${priority}

${state}