11-13-2013 04:04 AM
I want send a email notification to a assignment group when the end user update the ess call.
I've tried through of notifications and macro and without success.
I put a JS in display options "cc.edit.incident" on the Save & Exit button because this action changes the Incident Status from Pending Customer to Open, but I want to notify the assignment group:
var file = system.vars.$file;
var imid = file.incident_id;
var Vrel = new SCFile('screlation');
var Srel = Vrel.doSelect("source=\""+ imid +"\" and depend.filename=\"problem\" and depend.active=\"true\"");
if (Srel == RC_SUCCESS)
var incid = new SCFile('probsummary');
var selincid = incid.doSelect("number=\""+Vrel.depend+"\" and problem.status=\"Pending Customer\"");
if (selincid == RC_SUCCESS)
incid.problem_status = "Open";
print("The incident "+Vrel.depend+" has been update, it status is Open now.");
print("Ocorreu um erro ao processar!");
How could I do it?
11-13-2013 04:37 AM
Assign Kudo, if found post useful and mark it accepted if solves the issue.
11-13-2013 05:03 AM
Because the update action is in Interaction, when the end-user does an update the interaction, the Incident changes it status automatically to "Open", through this JS.