child incident resolved notification

Sahar_Kaizer · ‎11-29-2023

Hi,

I am working on creating a notification that sends an email to the parent incident's assignment group when a child incident is resolved. I suspect there might be an issue with the condition, but I'm not entirely sure.

This is what I tried:

Thanks,

Sahar

Peter Bodelier · ‎11-29-2023

Hi @Sahar_Kaizer

Is something updating on the parent incident as well? If there is no update on the parent, there will never be a trigger for the notification to check your conditions.

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Tai Vu · ‎11-29-2023

Hi @Sahar_Kaizer

Let's try the conditions below.

Incident State (State) changes to Resolved AND Parent Incident is NOT Empty.

The rest seems look fine.

Cheers,

Tai Vu

Anil Lande · ‎11-29-2023

Hi,

I would suggest to create a event based notification and trigger event only when the Incident is Resolved and has parent (parent Incident is not empty).

https://www.oreilly.com/library/view/servicenow-application-development/9781787128712/ecfd89f7-4e6a-....

https://www.youtube.com/watch?v=YSZFiumGXj4

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Thanks
Anil Lande