Add ability to notify "Caller" on SNOW tickets

Forum|Forum|1 year ago
November 8, 2024
2 replies
39 views

On a Service Now (SNOW) ticket, the “Affected User” and “Watchlist” users will get notified in AVA whenever the Proactive Notification skill is triggered. However, we would also like to notify the “Caller” when updates are made to the ticket.

dluckadoo

Employee

Hi @jerry.dominguez ,

You could build this today using our Events API. In short, you would want to configure an on_update action (business rule or workflow) to send a notification to the user listed as caller. You could even use similar formatting to our OOTB proactive notifications so that the experience is very similar.

Dray

Dray

kyril.remillard

Community Manager

1. New→3. Existing Functionality/Native Skill

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