I think i'm reading your issue correctly. You want an email to be sent when a Incident goes from one status to a specific status. lets take "In Progress" for example.
The condition for this would be as follows.
not same(problem.status in $L.file, problem.status in $L.file.save) and problem.status in $L.file#"In Progress"
This will trigger an email when the status changes from any value to the "In Progress" value.
I want to ask for one more addon to this condition.
In this situation :
not same(problem.status in $L.file, problem.status in $L.file.save) and (problem.status in $L.file)#"In Progress"
SM will send e-mail every time when the case is in "In Progress" status.
I want SM to send mail in "In Progress" status only when the case is assigned to a specific customer. I have a field "contactsearchcode" in the form where operators choose to which customer is assigned the case. Can you help me to complete the previous condition with that additional information. Let's say the customer name is XYZ.
not same(problem.status in $L.file, problem.status in $L.file.save) and (problem.status in $L.file)#"In Progress"
SM will send e-mail every time when the case is in "In Progress" status.
This is not a true statement. SM will only send the notification when the status changes to "In progress", and not every time when it is in "In progress". But either way, to accomplish your next request you will only need to build off the previous condition.
not same(problem.status in $L.file, problem.status in $L.file.save) and (problem.status in $L.file)#"In Progress" and contactsearchcode in $L.file="XYZ"
