question Automated notifications for Critical incidents? in Developer forum

Automated notifications for Critical incidents?

Raj90 — Fri, 01 Feb 2019 12:07:47 GMT

Automated notifications for Critical incident(Priority = 1)

I tried this one, Notification Triggers in the following conditions:

1.If Priority = 1

2.If Priority = 2 and moved to 1 and

3.If Priority = 1 and when we Update every time we get the notification.

ln, the above all 3 conditions Notifications triggered but 1 and 2 Conditions only mail triggered not required to trigger a notification for the 3rd condition.

Please help me.

Regards

Raj

Re: Automated notifications for Critical incidents?

Sri Harsha3 — Fri, 01 Feb 2019 12:25:11 GMT

I'm confused with this line "ln, the above all 3 conditions Notifications triggered but 1 and 2 Conditions only mail triggered not required to trigger a notification for the 3rd condition.". Can you please elaborate it a little more?

Re: Automated notifications for Critical incidents?

Raj90 — Fri, 01 Feb 2019 12:30:39 GMT

All 3 conditions satisfied.

But my requirement is 1 and 2 conditions are satisfied not required to satisfy the 3rd condition.

Re: Automated notifications for Critical incidents?

Sri Harsha3 — Fri, 01 Feb 2019 12:40:58 GMT

You mean the 3rd condition behavior should be negated?

Re: Automated notifications for Critical incidents?

Raj90 — Mon, 04 Feb 2019 04:56:42 GMT

Yes, You have any idea

Help me.

Thanks

Re: Automated notifications for Critical incidents?

Sri Harsha3 — Mon, 04 Feb 2019 06:54:39 GMT

Attaching the conditions screenshot as per my understanding. If you can share yours it will be more helpful.

Re: Automated notifications for Critical incidents?

Raj90 — Mon, 04 Feb 2019 09:56:23 GMT

Hi Harsha,

What you sent that one not working.

Because when we create a new incident with Priority is 1. In this scenario mail not triggered.

I tried below one only. In all 3 conditions mail triggered.

Re: Automated notifications for Critical incidents?

Sri Harsha3 — Mon, 04 Feb 2019 10:06:23 GMT

1.If Priority = 1

2.If Priority = 2 and moved to 1 and

3.If Priority = 1 and when we Update every time we get the notification.

Can you give me the screenshots of the above conditions, how you have achieved?

Re: Automated notifications for Critical incidents?

Raj90 — Mon, 04 Feb 2019 10:23:44 GMT

Re: Automated notifications for Critical incidents?

Community Alums — Mon, 04 Feb 2019 10:23:56 GMT

Hi Nagaraj,

You will have to create 2 similar notifications for this with different conditions.

1) First one is where notification will be fired when incident is created

2) The next one will be sent only when Priority changes to '1-Critical'

Let me know in case of any issues.

Cheers,

Hardit Singh

Re: Automated notifications for Critical incidents?

Raj90 — Mon, 04 Feb 2019 10:35:35 GMT

Ok, but When I create a new incident with below conditions only mail trigger.

Priority is 1 - -->Notification triggered

Priority is 2 or 3 or 4 moves 1 --> Notification triggered

When I update remaining fields(Short desc, Description, ...) --> Not required to trigger a notification.

I think we user Event Queue.

Thanks

Re: Automated notifications for Critical incidents?

Sri Harsha3 — Mon, 04 Feb 2019 10:39:44 GMT

In condition you can use priority -> changes to -> 1-critical

Re: Automated notifications for Critical incidents?

Raj90 — Mon, 04 Feb 2019 10:44:38 GMT

Mail triggers when we update Priority only.

Not required to trigger when we update other fields like Short_desc, description, ...

Thanks

Re: Automated notifications for Critical incidents?

Sri Harsha3 — Mon, 04 Feb 2019 10:55:45 GMT

The above condition is only on change of priority field, for other field changes it will not trigger. Did you try by giving the above condition?

Re: Automated notifications for Critical incidents?

Community Alums — Mon, 04 Feb 2019 10:58:12 GMT

Could you please go ahead and check all the notifications with table as 'incident' and find out which notification is being fired. you can compare it by Subject line (It maybe using a template) and deactivate it.