More information - The rule was written to be called when a Service Call or Incident record is initially created. This rule will be triggered by the Severity being set on the record. An e-mail will be formatted and sent out to a distribution list, based on the Organization related to the record. Incidents will use the Owner Organization field to determine DL membership. Service Calls will use the Organization of the Caller to determine DL membership.
The rule works when creating a Service Call, however, when creating a rule for an Incident and Severity is selected, it fills in with NMS Severity. This is what we need to fix in order for the rule to work. Thanks again.