Notification example: notify an assignment group of updates to Priority 1 Incidents

Notify users by email when there are updates to high priority incidents.

Before you begin

Role required: admin

About this task

Send emails to an assignment group whenever there are updates to an incident in which the Priority is 1 - Critical. Include information that is 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 All > System Notification > Email > Notifications, and then click New.
  2. On the email notification form, enter the following values:
    FieldValue
    Name Priority 1 Incident Updated
    Table Incident [incident]
    Active Selected
    Category Incident Alert
    Send when Record inserted or updated
    Inserted Selected
    Updated Selected
    Conditions [Priority][is][1 - Critical] AND [Updated][changes]
    Users/Groups in fields Assignment group
    Subject 
    Priority ${priority} Incident updated
    Note: In this notification, the variable ${priority} returns the value 1 - Critical.
  3. In the Message HTML field, enter the following message and script: 
    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}
  4. From the form context menu, click Save.
  5. Preview the email notification to ensure it includes all the needed information.
    1. On the notifications form, click Preview Notification.
    2. Note that the email includes the following information:
      • Short description
      • A link to the incident record
      • Incident number
      • Category
      • The name of the user to whom the incident is assigned
      • The group assigned to the incident
      • Comments from the incident record
  6. Test that the email notification sends to an assignment group when its Priority 1 Incident is updated.
    1. Create a user who has an email address that you can monitor, and then create a group that includes the user that you created.
    2. Navigate to Incident > Open, and then open an incident in which the Priority is 1 - Critical.
    3. In the Assignment group field, enter the group that you created.
    4. From the form context menu, click Save.
    5. Add comments to the form to update the incident, and then click Update.
    6. Check the email account of the user member in the assignment group.