Email Notifications filter conditions

[Klaus Schacht]

I was wondering if it was possible to filter on state changing from a specifik state to another specifik state without scripting.

The filter I have now is when state changes from Awaiting technicians and state is not Active it will send an email. But the scenario can also be state has changed from Awaiting Technician --> Active --> Resolved it will also need to send an email. The breaking point is that at one point the state has been Awaiting Technician. 

Hope someone has a solution. On Xanadu build

[Jordan Vignoni]

Have you tried this in the condition builder?

Incident state changes from Awaiting Technician  OR

Incident state changes from Active  AND
Incident state changes to Resolved

[Klaus Schacht]

I would believe that in this case it would still send an email when going from Active to resolved but the incident would not necessarily have been in the state "Awaiting Technician" which is key for our notification. I may be mistaken 

[Shivalika]

Then @Klaus Schacht 

Can you put your requirement in more clear words ? Will check that as well. In which exact scenarios you want mail to be sent. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

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[Klaus Schacht]

We need to send a email to our customers when we have had a technician on call in their area. We will recieve an Alarm/Servicenow incident and we will set it active. Then we will contact a technician to go onsite to fix the errors and change Incident state to Awaiting Technician(When that happens it triggers an email that there is a problem in their area. When the technician reports "porblem solved" we will then close then incident and a mail should be triggered to our customer that problem solved. The scenario could also be that the incident could change from Awaiting technician to Active so we also need to send a mail a that point. BUT If the incident never changes to "Awaiting Technician" it should NOT trigger an email if state is Active. Hope it makes more sense or else I will try again 😉