Priority Change notification.

[Renu4]

Hello All,

i am working on sending the email notification when the priority of an ticket is changes.

i refered to the thread here:

https://www.servicenow.com/community/itsm-forum/how-to-create-email-notification-previous-priority-a...

this works fine but it gives me thw sys id instead of the priority 

[AnveshKumar M]

Hi @Renu4 

Can you share your mail script and Business Rule Script screenshots here?

Meanwhile you can try the following script in your Business Rule.

(function executeRule(current, previous /*null when async*/) {
   var prev_priority = previous.getValue("priority") + '';
   gs.eventQueue("priority_change_in_sc_task", current, prev_priority, gs.getUserId());
})(current, previous);

Please mark my answer helpful and accept as solution if it helped 👍✔️

[Renu4]

Hello Anvesh,

Please find the screen shots business rule attached here.

(function runMailScript(current, template, email, email_action, event)  {
    template.print("The Priority of this Task has been changed from Priority:" + event.parm1 + " to Priority:" + current.priority);

})(current, template, email, email_action, event);

[Renu4]

i tried what you suggested also @Anvesh Kumar but nothing seems to be working .

is there a different way of doing this?

[Clara Lemos]

Hi @Renu4 ,

Are you testing out by really firing the notification (Preview Email) or by previewing the notification ( in the notification record , 'Notification Preview')?

If that helps please mark my answer as correct / helpful!
And if further help is needed please let me know

Cheers