Need to Schedule a report whenever a new ticket is assigned to a assignment group

[VenkatU]

Hi Team,

I want to schedule a report wherein, whenever a ticket is assigned to that group (can be old or now. does not matter), an email should go out.

Can you pls help me on this.

[Arun_Manoj]

Hi @VenkatU ,

Using Business rule ,Report, Event Registry and Notification we can send the notification.

1. Create a Report

2.

Business Rule Setup

Create a Business Rule to monitor when a ticket is assigned to a specific group.

• Navigate to System Definition > Business Rules and create a new Business Rule.
• Configure the Business Rule as follows:
  • Table: Choose the relevant table (e.g., Incident, Change Request).
  • When to run: After Update.
  • Condition: Ensure it triggers only when the assignment group changes.
  • Add a script to generate the report and send an email

if (current.assignment_group.changes()) {
// Check if the assignment group is the desired one
if (current.assignment_group.getDisplayValue() == "Desired Assignment Group") {
// Generate report link
var reportSysId = "XXXXXXXXXX"; // Replace with the sys_id of your saved report
var reportLink = gs.getProperty('glide.servlet.uri') + "sys_report_template.do?sys_id=" + reportSysId;

// Send email
var emailBody = "A new ticket has been assigned to your group. Click <a href='" + reportLink + "'>here</a> to view the report.";
gs.eventQueue("custom.report.notification", current, emailBody, current.assigned_to.email || current.opened_by.email);
}
}

4. Custom Event for Email Notification

custom.report.notification.

5.email Notification

Create an email notification to listen for the custom event:

• Navigate to System Notification > Email > Notifications.
• Create a new notification.
  • When to send: On event custom.report.notification.
  • Who will receive: Event Parm 1.
  • Message: Use the content passed via the event (e.g., the email body from the script).

Please mark it as Helpful, if the solution is helpful

Thanks & Regards

Arun Manoj

[VenkatU]

I am not a member of that Assignment group. I want a email to be sent to my DL whenver a new ticket is assigned to that assignment group. I do  not have access to Business Rules. Can I do it via scheduled reports options ?

[AndersBGS]

Hi @VenkatU ,

What should the report contain? What is the business case for this? 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders

[VenkatU]

I am not a member of that Assignment group. I want a email to be sent to my DL whenver a new ticket is assigned to that assignment group. I do  not have access to Business Rules. Can I do it via scheduled reports options ?