Task Update Notifications

[dsmit]

I know that there is a way to set up the system to notify the technicians everytime an update takes place within a task/incident assigned to them. I would like to make sure that this is taking place within our environment.

I believe that this is a business rule and I am just trying to figure out which one it is. Any help would be greatly appreciated here!!!

[jfarrer]

There is an "incident events" Business Rule on the Incident Table that triggers a number of events. There are email Notifications that are defined or can be defined to send out emails based on those events. OOB there is an "incident.updated" event that I think is what you want.

Here's the documentation on it:
http://wiki.service-now.com/index.php?title=Email_Notifications

[dsmit]

I am trying to follow this and I am not sure if I should be looing at the business rules or if I should create a new email notification for updates to tasks?

[jfarrer]

I would start by looking at the business rule to see if there is an event getting triggered when you need it to be. For example, incident.updated on any update to the incident or incident.assigned when the assigned to field is changed.

If there is one then look at the notifications and if there isn't already something you can adjust to work then create a new notification for the event.

If there isn't an event getting triggered for what you want then you'll need to create the event, add the business rule that fires the event, and then set up the notification.

[Brad Tilton]

You probably already have the events firing whenever an incident/task is updated. Out of box, incident.updated and sc_task.updated fire on incident and task updates, respectively. You would just want to add a notification for incidents that fires from incident.updated with any conditions you want to build and then another notification for tasks that fires from sc_task.updated.

I would think the conditions might be active=true and assigned to is not empty and then maybe don't check send to creator.