If an Incident has been reassigned to a new person, send an email notification to the old assignee and the new assignee.

[Damzell Caraman]

The recipients of the email notification should contain the old assignee and new assignee. How can you do this one?

[Martin Ivanov]

You can script a business rule on change of the assigned_to field, generating an event. Pass the current record, the new assigne (current.assigned_to) and the previous assignee (previous.assigned_to) in the params. Then change your notification to be triggered by the specified event and send to the people you passed in the parms.

If my answer has helped you resolve your issue, Please mark Correct and Helpful. This way, other users may also benefit from the thread. Thanks!
Martin Ivanov
Community Rising Star 2022

[Kieran Anson]

Hi,

You can review the OOB Business Rule "change events" which does this. This is achieved by firing an event containing both the previous and current assignee

if (!previous.assigned_to.nil()) {
		if (!current.assigned_to.nil() && current.assigned_to.changes() &&
			(!previous.start_date.nil() && !previous.end_date.nil()))
			gs.eventQueue("change.calendar.notify.remove", current, current.assigned_to, previous.assigned_to);
	}

[Martin Ivanov]

Please mark Correct and Helpful if my answer helps you resolve your issue.

Тhis will close the thread and other users may also benefit from it.

Thanks!
Martin Ivanov
Community Rising Star 2022