Efficiency Boost: Use ServiceNow Event for Incident Reassignment Notifications
**Hello All,**
I hope you are doing great.
In today’s tutorial, we will be looking into a use case around events.
**Use Case:** In our day-to-day activities, we often create a lot of incidents and it can be quite frustrating if the assignment group keeps changing from one assignment group to another because no one wants to take ownership.
In this use case, we will trigger a notification to the caller if the incident gets reassigned more than twice.
**Before getting started, let’s understand Events in ServiceNow.**
Events are a way to alert the system of a certain condition or state. They can be used to trigger a Business Rule or Notifications when a certain condition is met. We can also register custom events to trigger our custom logic. In this tutorial, we will register a custom event and trigger an email notification if the assignment group on an incident changes more than twice.
To get started, we need to create an event which gets fired by the Business Rule whenever the reassignment count is incremented and is greater than 3. To do this, we need to navigate to System Policy -Events – Registry and click on New to create an event. Once the event is created, it should be visible in the Event Registry.
After the event is created, we will create a Business Rule on the incident table which triggers “after update” and the condition is Reassignment Counter= 3. Once the Business Rule is created, it needs to call the newly created event when the condition is met.
Finally, we will create a notification and let the ServiceNow system know that it needs to run when the specified event is fired. This can be done by navigating to System Notifications – Email – Notifications and clicking on New to create a new notification.
Now, whenever an incident is updated, the newly created Business Rule will execute and check if the reassignment counter is greater than or equal to 3. If yes, then it will fire the event and the notification will be sent.
**Benefits of Events:**
The main benefit of using events is that it allows us to trigger a workflow without having to manually monitor the process. This makes it easier to automate and streamline processes, which improves the overall efficiency of the organization. It also makes it easier to troubleshoot any issues that may arise. Additionally, it allows us to quickly and easily implement notifications whenever an incident is updated or reassigned.
If you found this tutorial helpful, please show your support by liking it and subscribing to my channel to stay up to date on any future videos I will be releasing.
Regards,
Amit Gujarathi
(Technomonk)
Add comment