e-mail notification when p1/p2 is created and automatically routed

[epics72]

We have Service Now and I would like to automate P1/P2 tickets to automatically route to e-mails as they come in.  Is there any built-in functionality that allows me to do this? Something like this:

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/administer/notification/task/t_E...

But want it when the P1 is created, not for an update to an incident. 

Thanks!

[anubhavkapoor76]

Hi,

Did you tried only using the checkbox "Inserted" only ( and not "Updated" one ) for this case?

Mark this helpful/correct if it works for you.

Cheers!!

Anubhav

[neallor]

Hello,

Create a Business Rule. Should be below like this

 1. Check the Insert, not Update
 2. Priority is P1 and/or P2

 3. Click the Actions tab, something like this you should do
 4. Set field values:
     Assignment Group -> To -> (Name of the Group)

Mark this helpful/correct if it works for you.
Neal 🙂

[epics72]

I'm not an admin so not yet was wondering if there are other ways to do it? 

[MrMuhammad]

Hi Epics72,

You can create a notification with below configurations. For details you can follow the URL you posted.

Type Notificaions in left Application navigator  

Navigate to System Notifications > Notificaions

Click New

Table - Incident

Send When - Record inserted or Updated

Inserted - Checked

Updated - Unchecked (to avoid sending notification on update)

Conditions - Priority | is | 1-Critical

Please mark this accepted & helpful if it answered your question.

Thanks & Regards,
Sharjeel