question Escalate button to send the notification from incident in Developer forum

Escalate button to send the notification from incident

Learn SN — Thu, 13 Jun 2019 08:57:24 GMT

Hi Experts,

I have a button ( UI ACTION) called escalate on incident form. I want that when i click that escalate button, escalation email goes to assigned to 's manager and assignment group's manager.

Can someone help me achieving this ?

Thanks!

Re: Escalate button to send the notification from incident

Riaz3 — Thu, 13 Jun 2019 09:01:14 GMT

Hello,

We have something similar.

What I have done is put a tick box in called "IM Alert Sent" which is ticked when the button is pressed.

This triggers and email which send out to people I define.

To add the managers in just dot walk, as long as they are in Service Now user record as the managers you can just dot walk.

Re: Escalate button to send the notification from incident

Dubz — Thu, 13 Jun 2019 09:02:03 GMT

You can generate an event in the UI action and use that to trigger an email. You can pass through the manager and group manager in the parameters

gs.eventQueue('your.event.name', current, current.assigned_to.manager, current.assignment_group.manager);

Re: Escalate button to send the notification from incident

paulmorris — Thu, 13 Jun 2019 09:11:10 GMT

Create an Event (System Policy > Events > Registry)
Create UI Action with the code to queue event, passing in managers as parameters
Create Notification (System Notification > Email > Notifications) with Send when of 'Event is fired' and select your event name
After saving the record, select Related Link 'Advanced view'
Select 'Event parm 1 contains recipient' & 'Event parm 2 contains recipient'

Re: Escalate button to send the notification from incident

Learn SN — Thu, 13 Jun 2019 09:20:26 GMT

Hi David,

Thanks for the solution, however I want email to contain incident number as well. How do I pass that in the subject line?

Thanks!

Re: Escalate button to send the notification from incident

Learn SN — Thu, 13 Jun 2019 09:21:26 GMT

Hi Paul,

I want subject to contain escalated incident as well

Thanks!

Re: Escalate button to send the notification from incident

Dubz — Thu, 13 Jun 2019 09:26:37 GMT

Because you're passing through the current object you can access all the fields on the incident as you normally would in a notification.

Re: Escalate button to send the notification from incident

Learn SN — Thu, 13 Jun 2019 09:32:11 GMT

Hi Paul,

I also want to show a message on incident form that "Your incident has been escalated" . I want this to happen when escalate button is clicked.

For this if I make UI action as client side, i will not be able to call gs.eventqueue.

Could you please help me how can I achieve this ?

Thanks!

Uma

Re: Escalate button to send the notification from incident

Learn SN — Thu, 13 Jun 2019 09:33:31 GMT

Hi Paul,

I also want to show a message on incident form that "Your incident has been escalated" . I want this to happen when escalate button is clicked.

For this if I make UI action as client side, i will not be able to call gs.eventqueue.

Could you please help me how can I achieve this ?

Thanks!

Re: Escalate button to send the notification from incident

Dubz — Thu, 13 Jun 2019 09:37:46 GMT

Lol, you're string betting Uma! Any other requirements?!

You can run client and server side script in a ui action but you shouldn't need to just to add a comment. You can do that on the server side with

current.comments = 'your comment';

Re: Escalate button to send the notification from incident

Learn SN — Thu, 13 Jun 2019 09:43:27 GMT

this is not working. I do not see any comments on the form . below is my code

gs.eventQueue('escalate_incident', current, current.assigned_to.manager, current.assignment_group.manager);
current.comments = "Your incident is escalated";
action.setRedirectURL(current);

Re: Escalate button to send the notification from incident

Dubz — Thu, 13 Jun 2019 09:55:54 GMT

You will need to submit the form as well to save the comments, one of the few (only?) occasions where it's ok to use current.update();

gs.eventQueue('escalate_incident', current, current.assigned_to.manager, current.assignment_group.manager);
current.comments = "Your incident is escalated";
current.update();
action.setRedirectURL(current);

Re: Escalate button to send the notification from incident

Learn SN — Thu, 13 Jun 2019 10:13:21 GMT

but that will save it in the ticket comments, i want this message to pop up as an alert or info message

Re: Escalate button to send the notification from incident

Dubz — Thu, 13 Jun 2019 10:23:38 GMT

OK, if you want a popup you'll need to go to the client but you can still show an info message with the server:

gs.eventQueue('escalate_incident', current, current.assigned_to.manager, current.assignment_group.manager);
gs.addInfoMessage("Your incident is escalated");
action.setRedirectURL(current);

Re: Escalate button to send the notification from incident

RohitJ432388693 — Tue, 01 Oct 2024 15:24:34 GMT

@Learn SN - Were you able to tackle this requirement, Uma? If yes, how did you do it?

Re: Escalate button to send the notification from incident

madhavraj89 — Wed, 25 Mar 2026 14:34:31 GMT

I have same requirement in sn_bcp_plan table when the admin click escalated ui action button then the state automatically set to escalated choice and i need to send the notification to the plan owner and IT support manager how to do where we need to write script exactly

You wrote above script

gs.eventQueue('escalate_incident', current, current.assigned_to.manager, current.assignment_group.manager);
gs.addInfoMessage("Your incident is escalated");
action.setRedirectURL(current);

where we need to put this script i am confusing please provide best solution.

Thanks
Madhav