Additional Comments Notification Not working for ITIL and Admin roles users

[p t1]

Hi Team,

In OOB RITM when additional comments changes notofication triggers for request.requested for and watchlist users.

But currently notification is not triggering if request.requesed for is  itil or admin users.

Notification Name: Request Item commented

I tried changing the weight value to higher, but stills not working.

Thanks

[Harish KM]

Hello is there any advanced script written on the notification? Is this happening for all the users or specific users?

Does the notification trigger on event? if yes check BR which triggers the event and notification

share your notification screenshot as wel

[p t1]

Hi @Harish KM 

Please find below script running for above mentioned OOB notification

answer = true;
//Check if requested for does not have role customer
if(!gs.nil(current.request)){

var requested_for = current.request.requested_for;
if(!gs.nil(requested_for)){
var gr = new GlideUser().getUserByID(requested_for);
if(gr.hasRole("sn_customerservice.customer")){
answer = false;
}
}
}

This triggers when comments updated.

But their is one BR oob this also runs when additional comments changes on RITM .

Business Rule : sc_req_item comment events

Notification: Request Item commented (all assignees) 

Notification is triggering based on role, if itil or admin it's not triggering.

Thanks,

Thanks,

[Harish KM]

Hi please verify if the users have this role sn_customerservice.customer in their profile // this will fail notification

answer = true;
//Check if requested for does not have role customer
if(!gs.nil(current.request)){

var requested_for = current.request.requested_for;
if(!gs.nil(requested_for)){
var gr = new GlideUser().getUserByID(requested_for);
if(gr.hasRole("sn_customerservice.customer")){
answer = false;
}
}
}

[p t1]

Hi @Harish KM 

User don't have that role in profile and  i checked the script in background  for one of the user who have admin role it's returning true.

Thanks,

Preethi

Thanks,

Preethi