Send a message when a custom field is modified

Create Custom Attributes

To create a workflow that sends a message when a custom field is modified, you must first have custom attributes to operate with.  Please refer to the Custom Alert Fields document to help create custom attributes.   

For this document, in Custom Alert Fields we will create a new custom alert type. 

1. Navigate to the Administration page through Configurations on the Main menu. 
2. In the Custom Alert Fields section, click Add Alert Type.  
3. In the resultant dialog box you will name your custom alert type. 
4. Once saved, click the Add Alert Fields button. Here you will name the alert attribute with a Numeric List, where 1=High, 2=Medium, and 3=Low. 

Create Workflow

1. Once the attribute is configured, navigate to Configuration and select Workflows
2. From the Workflows page, click the Add Workflow button.  
   
3. On the Workflow Detail page enter a Name for the workflow and select Alert for the Type.
4. Choose the Template you have created your custom attribute in for the Alert Type
   
   

Add Start Conditions

1. Once saved, scroll down to the Start Condition section and click Add. In this example we will use “Match All Conditions”.  
2. Notice that our custom attribute is now available for selection in the Name field.  Select Severity for the Name field.  
3. Set the operator to “is”.  Select the Value from the list.  We will use “High” as the Value.  
4. Press the green checkmark to save.
   

Add Actions

1. Scroll down to the Actions Section and click Add Action.  
2. From the dropdown list of Actions, choose SendMessage. This will produce a dialog with Message options. 
3. Select an Escalation Policy to govern the routing of the update message (you may have to create a new Escalation Rule separately). 
4. Choose the recipient with either the pre-defined selections or enter the user or group manually.  For instance, “Send To Original Recipients” will deliver to each User who was initially notified of the alert.  Users or Groups not in the original thread (such as a Managers group) may be designated in the fields below.  You may make multiple selections and entries. 
5. In the Message Text box, you can craft the body of the message using static words and keywords from the list.   
6. Click the submit button to save the changes to the Action, and this will update the Workflow.  

Add Workflow to an Escalation Policy

1. Ensure the new Workflow is Enabled by checking the Enabled box in the settings section of the workflow page. 
2. Navigate to Configurations àEscalation Policy.
3. Click on the Escalation Policy you want associated with the new workflow.
4. Since we created a new Custom Alert Template for this example, we must ensure that the Template is applied to the Escalation Policy before moving forward.  In the Escalation Policy page, expand the Communications tab.   
5. In the Alert Type field, select the Alert Type containing the necessary attribute. In this instance we select Major Incident. Click the green check to save.
6. Expand the Automation tab and click the Add Workflow button.  
7. In the resulting dialog, select your Workflow (it must be enabled to be present here) and press the arrow button to move it to the Selected Workflows list. 
8. Click Submit and the new Workflow is applied to the Escalation Policy. 

Demo Workflow

To demonstrate the Workflow being applied to the Escalation Policy, we can create a Manual Alert. 

Notice the custom fields from the Alert Type are presented when the Escalation Policy for the Alert is selected. When the Alert is created using the High Severity attribute, the Workflow will send an additional message to the Stakeholder group.