I got a request to add a new field helping the ITIL users to get a reminder notification when they have to call a user or a provider back.

So, I added a reminder field in the ITSM template to allow them to put a date/time for a simple reminder as you have on your smartphone.

How I did - step by step :

1. I added the field in the template : incident --> configure --> form layout --> create new field --> reminder (u_reminder)

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2. went to System Policy --> event registry --> new event

Event Name : incident.reminder

table : incident

Application : Global

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3. Went in Business rules, create a new business rules:

Name : incident.reminder

Table : incident

Priority : 100

Active and Advanced : on

- 'When to run' page

When : async

order : 100

insert, update : on

- Filter conditions :

reminder is not empty

reminder changes

NOTHING IN 'ACTION PAGE'

- 'Advanced' page :

script is :

(function executeRule(current, previous /*null when async*/) { gs.eventQueueScheduled("incident.reminder",current, current.number, current.sys_updated_on, current.u_reminder);

})(current, previous);

then save

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Go on notification through event registry and create a new notification.

Name : incident.reminder

Table : incident

Category : uncategorized

Send when : Event is fired

Event name : incident.reminder

None conditions or advanced conditions are needed

Who will receive :

Users/Group in field : assigned to

send to event creator : on

What it will contain : it's all up to you

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