Notification example: priority 1 incident update

In this notification example, configure the instance to notify specific users by email whenever an incident with a priority of 1 - Critical is updated, regardless of the changes that have been made.

Before you begin

Role required: admin

About this task

We will create an email notification to alert all recipients when the default system event incident.update is triggered for a priority 1 incident. The notification will display information of interest to the recipients, such as the incident number, category, assignees, and any comments that were added to the incident.

Procedure

  1. Navigate to System Notification Email Notifications, and then click New.
  2. Configure the email notification record as follows.
    Table 1. Priority 1 incident update notification Table
    Field Input Value
    Name Give your notification record a unique name, such as Incident of Priority 1 Updated.
    User Click the magnifying glass icon and select a recipient from the list of users. You can select only one user in this field.
    Event name Select the event to use for this notification. The incident.updated event is triggered by any change to an incident record and can be used to send our notification.
    User field Enter the field name from the Incident table that defines the recipient for this notification. For example, you might send notification of an update to the person who opened the incident by typing opened_by.
    Email template Leave this field blank. We will cover the construction and use of templates in another exercise.
    Group Click the magnifying glass icon, and then select a group from the list of groups. You can select only one group in this field.
    Table Select the appropriate database table, in this case Incident [incident].
    Group field Enter the field name from the Incident table that defines the group to notify. For example, you might send notification of the update to the designated assignment group by typing assignment_group.
    Weight Weight determines the sending priority of each notification when more than one qualifies. This is an arbitrary scale that you set.
    Send to event creator Select this check box to send the notification to the person who performed the action that started the notification process if the person is also specified in the Users/groups in fields, Users, or Groups field. If the event creator is not specified in one of these fields, the event creator does not receive a notification regardless of the setting in this field.

    For new notifications, this option is selected by default.

    Type Select EMAIL.
    Active Select the check box (true) to enable email notification.
    Conditions Updated --> is anything. This creates the condition under which the notification is sent. In the example, an update to any field in an incident record sends an email to all recipients.
    Subject Type an appropriate subject line for your email. Select variables for your content from fields in the Incident table. Put the cursor in the subject line where you want the variable to appear, and then click the field name in the Select variables column. For this exercise, type the following subject line and insert the variable for the Priority field:

    An Incident of Priority ${priority} has been updated.

    In this notification, the variable ${priority} returns the value 1 – Critical.

    Message Construct a message that includes all the information you think the recipients need to know about the updated incident. Select the appropriate variables for your message from the fields in the Incident table. Put the cursor in the message where you want the variable to appear, and then click the field name in the Select variables column. The special character, <hr/>, creates a manual break in the message that sets off the Comments section. For this example, create the following message:
    Short Description: ${short_description}
    Click here to view incident: ${URI}
    Incident number: ${number}
    Category: ${category}
    Assigned to: ${assigned_to}
    Assignment group: ${assignment_group}
    <hr/>
    Comments:
    ${comments}
    List Click the lock icon to open a list of recipients for the email notification. Click the magnifying glass icon and select names from the list of users. You can select as many users from the list as you want.
    List field Enter the field name from the Incident table that identifies a list that contains potential recipients. For example, to send the notification to users who are on the watch list for this issue, type watch_list.
    SMS alternate Enter an abbreviated version of the email message that eliminates such things as the ${URI} link that requires recipient interaction and the ${comments} field. SMS messages can only display 140 characters.
    Your email notification record should look like this:
    Creating an email notification
  3. Note: After you have created the email notification record, set up a test in your environment to make sure the intended recipients get the proper notification.
    Create users in your platform who have email addresses you can monitor, and then create a group that includes one of these users.
  4. Open a Priority 1 – Critical incident, and assign it to one of the users you created. Then select the group you created as the assignment group.
  5. Open your email notification record and specify the recipients.
    1. Select one of the users you created from the lookup list in the User field.
    2. Type assigned_to for the User field value.
    3. Type assignment_group for the Group field value.
  6. Update your Priority 1 incident by adding comments, and then click Update.
  7. Check the email accounts of the user to whom you assigned the incident and the user member of the assignment group.
    The email that is sent should have the same structure as the following sample:
    The example email message