How to send notifications to owner OR Team on new Incidents or when these fields are updated[Uploaded File]

Version 1

    Details

    Customer wants to send notifications to the Owner or the Team but not both, whenever a new Incident is created or when an existing Incident is updated. The following is to help reduce redundant emails for both Team and Owner. This works best if either field can be changed independently from the other. In this scenario, the Owner Team is the only required field. If the Incident is assigned to the Owner Team only, the Team will receive the notification. If the Team and Owner field contain values, the Owner will be the only one notified. The switch statement will apply to both newly created and updated Incidents when the Team and/or Owner are set or changed.


    Resolution

     

    1)      Create two new Boolean fields: IsOwnerUpdated and IsTeamUpdated

     

    2)      Create two new Business Rules:

     a)

     

    Rule Name: On Update of Owner

    Event: On Update to a Specific Field

     

    Field: Owner

    Select “Is Changed”

    Click Next

    Click on New Action

    Select Update Object

    Scroll down to the Owner field and set the Value to “True”

    Save

    b)

     

    Rule Name: On Update of Team

    Event: On Update to a Specific Field

    Field: Team

    Select “Is Changed”

    Click Next

    Click on New Action

    Select Update Object

    Scroll down to the OwnerTeam field and set the Value to “True”

    Save

    3)      Create a new Workflow


    a)       

    Name: Incident Owner or Team Notification

    Configuration:

    Object Level Conditions: Created and Updated

    Field Level Conditions:

    è  èSpecific fields updated

     

    OR

    è  èRecid is not empty

     

    è  èIsOwnerUpdated = True

       èIsTeamUpdated = True



    Save

    b)

    From the Blocks, drag over the Start Block

    c)

     

    Drag over a Switch Block

    Double click on the Switch Block

    Enter a Title <Check Team and Owner>

    Click on the Exits Configuration

    Click on the + under the “Configurable exit ports”

    Enter a Title <If Team fill and Owner Empty>

     

    Click on the “And” and add two fields

    Field:

    Team Is not empty

    Owner Is Empty

    Click on the + again

    Enter a Title <If Team fill and Owner Fill>



    Click on the “And” and add two fields

    Field:

    Team Is not empty

    Owner Is not Empty

    Click on the + again

    Enter a Title <If Team Empty and Owner Fill>



    Click on the “And” and add two fields

    Field:

    Team Is empty

    Owner Is not Empty




    Save

    Connect the Start and Switch block

     

    d)

    Drag over a Notification block

    Double click on the block

    Enter a Title <Team Email Notification>

    Enter a valid From (either an address or global constant)

    For the To: add the Team Email field

    Enter a Subject

    Configure your email body to your specifications

    Save

    Connect the <If Team fill and Owner Empty> exit from the Switch block to the Team Email Notification block

     

    e)

    Drag over another Notification block

    Double click on the block

    Enter a Title <Owner Email Notification>

    Enter a valid From (either an address or global constant)

    For the To: add the OwnerEmail field

    Enter a Subject

    Configure your email body to your specifications

    Save

    Connect the <If Team fill and Owner Fill> exit from the Switch block to the Owner Email Notification block

    Connect the <If Team Empty and Owner Fill> exit from the Switch block to the Owner Email Notification block

     

    f)

    Drag over an Update block

    Enter a Title <Set IsTeamUpdated to Null>

    Scroll down and set the IsTeamUpdated field to $(Null)

    Save

    Connect the Team Email Notification block to the Set IsTeamUpdated to Null block

     

    g)

    Drag over an Update block

    Enter a Title <Set IsOwnerUpdated to Null>

    Scroll down and set the IsOwnerUpdated field to $(Null)

    Save

    Connect the Owner Email Notification block to the Set IsOwnerUpdated to Null block

     

    h)

    Drag over the Stop block

    Connect the “default” exit from the Switch block to the Stop block

    Connect the “OK” and “Failed” from the Set IsTeamUpdated to the Stop bock

    Connect the “OK” and “Failed” from the Set IsOwnerUpdated to the Stop bock

    Save the workflow (wait until version updates)

    Click on the green <- arrow taking you back to the Workflows

    Publish the workflow