Configure an email notification as soon as an incident is resolved.

[IndranilG]

Hello Community,

I would like to receive an email notification whenever an incident assigned to specific Assignment Groups is resolved.

My requirements are:

• Trigger the notification when the incident state changes to Resolved (or Closed).
• Monitor only selected Assignment Groups.
• Include specific incident details in the email, such as:
  • Incident Number
  • Short Description
  • Assignment Group
  • Assigned To
  • Priority
  • Resolution Date/Time
  • Resolution Notes
  • Tags
  • Incident Link

There is one additional requirement that makes this slightly more complex:

• Some incidents may be re-opened after being resolved.
• If an incident is re-opened and later resolved again, I need the notification to use the latest resolution date/time and latest resolution details, not the original resolution information.
• Ideally, I would like to receive a notification each time the incident transitions from a non-resolved state to Resolved, using the most recent resolution information.

My questions are:

1. What is the best approach to implement this in ServiceNow?

   • Notification
   • Flow Designer
   • Business Rule
   • Any other recommended method?

2. How can I ensure the notification is sent only when the incident transitions into the Resolved state?

3. For incidents that are re-opened and resolved multiple times, how can I ensure the notification contains the latest resolved date/time and resolution details?

4. Can the email be sent to a custom distribution list instead of the requester or assignee?

5. Is it possible to include incident Tags/Labels in the email notification, and if so, what is the recommended method?

Any guidance, examples, or best practices would be greatly appreciated.

Thank you!

[OlaN]

Hi,

1. For this requirement I would configure a email notification. The other options can also work, but all the configuration is really easy in setting up a notification, so this should be your first option.

2. By setting up proper conditions for when the notification triggers you will only send it at the required time.

You can for example have it triggered when "State changes to Resolved"
3. Unless you do something that prohibits the trigger to not trigger on a re-resolved incident, it will automatically send with the latest data from the incident as specified by you.

4. Yes, well sort of. You can configure it to send to specific users and or groups, and if anyone of those is a distribution list, then it should work fine.

5. Never tried this one, but yes it should be doable. All fields in the record are available to add to the notification.

[svirkar420]

Hi @IndranilG , For the requirement you have listed in the post/question, There are already notifications configured in the system which are OOB. You can find those notifications and add more details to them. 

No need to create the new notifications you can modify and use existing.

If this response helps you mark it as accepted solution and give it a thumbs up 👍. This help me and community to find answers quickly.

Best Regards,

Saurabh V.

[VaishnaviK3009 · Accepted solution]

Hi @IndranilG ,

This can be achieved using a Notification without any Business Rule or Flow.

Configure:

• Table: Incident

• When: Record updated

• Condition: State changes to Resolved

• Additional condition: Assignment Group is one of the required groups.

Using “State changes to Resolved” ensures the notification is sent every time an incident is resolved, including after it is reopened.

The notification will use the latest resolution date/time and resolution notes. You can also specify a distribution list as the recipient and use ${URI_REF} to include the Incident link.

For standard ServiceNow Tags, an Email Script can be used to retrieve and display the tags.

Mark this as Helpful if it clarifies the issue.
Accept the solution if this answers your question.

Regards,
Vaishnavi
Technical Consultant