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Notify me on Outlook when a high priority incident is created in ServiceNow
Integration Service Activities
Last updated Nov 5, 2024
Notify me on Outlook when a high priority incident is created in ServiceNow
Applications: ServiceNow, Outlook
Description: Receive an email notification via Outlook when a high priority incident is created in ServiceNow, assign it to the corresponding department and notify the customer once the incident is resolved.
Steps:
- Open Studio Web and create a new project. In the How to start the automation field, select Event based. You are presented with a window that enables you to search for the trigger you want to start the automation with. Navigate to ServiceNow > Incident Created.
- Configure the Incident Created
activity as follows:
- Set up your ServiceNow
connection.
- Configure any additional
filters that you want to add (here, Urgency is set to 1, which means it is
of high priority).
- Set up your ServiceNow
connection.
- Next, add a ServiceNow: Get Record activity to your
canvas.
- Set the Object field to the Incident value.
- For the Incident idfield, select the output of the Event Trigger, EventObjectId.
- Next, add a Control: Set Variable Value activity to
the canvas.
- For the To variable
property, open the Data Manager and create a new variable called
emailAddressHelpDesk
, and specify the email address in the Set value field.
- For the To variable
property, open the Data Manager and create a new variable called
- Add a Microsoft 365: Send Email activity to your
project.
- Set up your Microsoft 365 Outlook connection.
- For the To property,
use a variable and select
Variables > emailAddressHelpDesk
. - Provide a Subject for the email.
- Provide a Body for the email to describe the incident.
- Optional step: You can use
ServiceNow: Update Incident to update
State, Urgency, Assignee etc. Using Manage Properties you can add more
incident fields to the activity to be updated.
- Add a ServiceNow: Create Incident Task activity.
- For the Incident property, use variable to set the value as High Priority Incident Created > EventObjectId.
- Assign the individual responsible to pick the task by typing their name within the Assigned to property lookup.
- You can also optionally set the Priority and State using the lookup as per your requirement.
- Next, add a ServiceNow: Update Incident Task
activity.
-
For the property Incident task ID, use a variable to select the output of Create Incident Task for Help Desk > sys_id.
-
- Add another ServiceNow: Update Incident activity.
- Use a variable to set the Incident ID as High Priority Incident Created > EventObjectId.
- Change the State and
Resolution code.
- Using Manage Properties
you can add more incident fields to the activity to be updated.
- Add another Control: Set Variable Valueactivity to
your canvas.
- For the To variable
property, open Data Manager and create a new variable, called
emailAddressCustomer
and specify the email address in Set value.
- For the To variable
property, open Data Manager and create a new variable, called
- Finally, add a second Microsoft 365: Send Email activity to your
project.
- For the To property, use a variable and select Variables > emailAddressCustomer.
- Provide a Subject for the issue resolution email.
- Provide a Body for the email to describe the resolution.
- Execute the workflow.