Generate a notification email on journal updates on an incident with a specific Owner Team

Version 1

    Details

    A customer would like to send out an automatic email notification whenever a journal note is created on incidents under a specific owner team.


    Resolution

     

    1.     Create Quick Action for Journal#Notes:

    2.    

      Create Business Rule (on Business Object ‘Journal’) to copy Owner Team from incident to the a incident journal:


     

    3.     Create a Business Rule on Business Object Journal#Notesto send an email notification

    On journal updates with the specific Owner team (in my test I used ‘Service Desk’):


    Connect the Quick Action you created earlier and save.