ServiceNow Event Use Case: Simplify Incident Reassignment Notification

[Amit Gujarathi]

ServiceNow Event Use Case: Simplify Incident Reassignment Notification

In this tutorial, we'll see one use case of a scenario related to ServiceNow. More specifically, we will see how an event can be triggered from a business rule that ultimately raises a notification. This is a very common case that most organizations face. Remember, we are managing the Incident table, and most of the cases arise when an incident is reassigned any number of times to any number of groups. All this actually leads to confusion and inefficiency. Our goal is to minimize it and at least inform the caller that their incident is being shuffled between groups. Our very first task will be to understand the structure of the Incident table and also learn about the 'reassignment count' field, which keeps incrementing each time an incident is reassigned. By this count, we can have some sort of control over the process of reassigning. Next, we're going to create a new event under the System Event Registry, and the same will be associated with a business rule. Next, we're going to set up a notification that alerts the caller each time their incident reaches a set reassignment level. Let's get down to the step-by-step tutorial to get such a notification system in place, which can increase the efficiency of incident management.