Hi @sparkles
To send a notification to the Assigned To user on an Incident Task whenever the related Incident is updated in ServiceNow, you can follow these steps:
1. Create a Business Rule on the Incident Table
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Navigate to System Definition > Business Rules.
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Create a new Business Rule on the Incident table.
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Set it to run after update (after the Incident record is updated).
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In the condition, specify when you want the notification to trigger (e.g., any update or specific field changes).
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In the script section, query the related Incident Tasks and send an event or directly trigger notifications to the Assigned To of those tasks.
Example script snippet (conceptual):
(function executeRule(current, previous /*null when async*/) {
var taskGR = new GlideRecord('incident_task');
taskGR.addQuery('incident', current.sys_id);
taskGR.query();
while (taskGR.next()) {
if (taskGR.assigned_to) {
gs.eventQueue('incident.task.incident.updated', taskGR, taskGR.assigned_to.sys_id, current.sys_id);
}
}
})(current, previous);
This script queues an event for each incident task's assigned_to user when the incident is updated.
2. Create a Notification Triggered by the Event
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Go to System Notification > Email > Notifications.
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Create a new notification.
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Set the table to Incident Task.
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In the When to send tab, select Event is fired and specify the event name used in your Business Rule, e.g., incident.task.incident.updated.
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Set the recipient to Assigned To (the assigned user on the incident task).
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Compose the email message as needed, including relevant fields from the incident and task.
Additional Tips
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If you want to avoid multiple notifications for minor updates or certain field changes, refine the Business Rule condition to check for specific fields or states.
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Use the event-driven approach rather than sending emails directly in the Business Rule for better performance and flexibility.
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Test the notification by updating an Incident and verifying that the assigned users of related Incident Tasks receive the notification.
Maik
