Email notification after Priority change will not reflect the updated Date/Time of the Resolution Target

Version 1


    Whenever agents change the priority of an incident, the outgoing email notification should reflect the new resolution target based on the new priority.
    But instead the resolution target still shows the date/time based on the priority that was previously logged with the business object.


    This is a timing issue.
    When the priority is changed, it might take a few seconds until the value has been updated in the incident and in the escalation watch table.
    If the notification email is triggered at the time when the priority is changed and the query has not finished updating the resolution target,
    a notification email might be generated with the value that was listed prior to the change.
    In this case the solution was to use a workflow, which allowed the system to complete all field updates prior to generating the notification email.