child incident resolved notification

Sahar_Kaizer
Tera Contributor

‎11-29-2023 12:29 AM

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:

Sahar_Kaizer_0-1701246320148.pngSahar_Kaizer_1-1701246361233.pngSahar_Kaizer_2-1701246380362.png

Thanks,

Sahar

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Peter Bodelier
Giga Sage

‎11-29-2023 01:40 AM

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
Kilo Patron
Kilo Patron

‎11-29-2023 01:49 AM - edited ‎11-29-2023 01:50 AM

Hi @Sahar_Kaizer 

Let's try the conditions below.

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

Screenshot 2023-11-29 at 16.49.25.png

 

The rest seems look fine.

 

 

Cheers,

Tai Vu

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Anil Lande
Kilo Patron

‎11-29-2023 01:50 AM

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
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