Email notification about new Incidents

[ViktoriaP]

Hello everyone!

I have a rather basic question. 
We are on Washington DC release. 
How am I able to set up an email notification to every single new unassigned Incident within my groups? 

It would make our job easier. 
Thanks for the answer in advance!

[Sujatha V M]

@ViktoriaP You can create a notification on the incident table as below,

For e.g. If the INC's assignment group is updated to any group, where assigned to value is "Empty", then the email notification gets triggered. 

Note: As per the process, it better to assign the ticket to Group's pool instead of assigning to a specific person on change of the assignment group. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Community Alums]

Hi @ViktoriaP ,

Yes we can do that there is 2 way to do that 

First is like there is one OOB Email notification works when Incident created 

Name - "Incident was opened"

You can also add one condition over here like assigned to is empty. When I run this notification it gives very nice look and feel, check below image 

But this is not recommendated to change OOB things so we can use custom notification. You can refer below steps

We can create new notification on Incident table when record inserted or updated and we can add filter condition like assigned_to is empty. I'm adding image for reference 

You can add any user for my case I'm adding myself 

If you want a nice look and feel like OOB email template you can use that email like I'm adding in below image 

You can also use Employee notification template as I'm using that. When I click on preview image it gives nice look and feel 

Please mark my answer correct and helpful if this works for you

Thanks and Regards 

Sarthak