Hi,
In this article, I will share the steps on how to trigger an email notification if the assignment group on a particular incident changes more than once. I noticed that this seems to be a very regular feature and hence documenting it here in detail with the screenshots.
To get started, there is OOTB field reassignment count available on the incident. This gets incremented whenever the assignment group on the incident changes. So we will use this field instead of creating a new one.
1. We need to create an event which gets fired by the BR whenever the reassignment count gets incremented and > 3.
Navigate to System Policy -> Events -> Registry and click on New to create an event. Once the event is created, it should be visible in the Event Registry as shown in the below screenshot.
Once the event is created, now let us Create a Business rule on the incident table.
I am creating a BR on the incident table which triggers "after update" and the condition is
Reassignment Counter >= 3. // you can change as per your requirement.
Click on Advanced Tab (Ensure you have checked Advanced field).
And fire the event that you have created earlier. You can do this by calling the following line
gs.eventQueue('incident.reassignment_count', current, gs.getUserID(), gs.getUserName()); //the name here should match with the event name that you have created.
Refer to Glide System Event Queue function to understand the usage of other parameters
Once this is done, save the Business Rule.
Now whenever the incident is updated, your newly created BR executes and it checks if the reassignment counter is >= 3. If yes, then it will fire the event.
Now you need to create a notification and let the SN system know that it needs to run when our specified event is fired. You can do this in the notifications.
Go to System Notifications -> Email -> Notifications and click on New to create a new notification. Refer to below screenshot.
Once this is created, then you are all set.
Now go to any existing incident, change the assignment group and save. Configure the form using form designer and add the reassignment counter field on the form for the testing purpose.
Check the reassignment counter field, it should be incremented whenever an assignment group changes. Change assignment group multiple times till you get the reassignment counter to 3 or more. Once it reaches 3 or more, then you should get an email.
Mark the article as helpful if you found this useful.
