Catalog Item: Email Notification not being sent to "Request by"

[ahsan4]

I have build out an SC item and I need help with a work around.   Currently, ServiceNow has a property that is global enabled that prevents a notification to be sent to the person if they are the owner of the last event that takes place.   See below for my scenario to better understand :

The workflow - once the request is submitted - the first task email goes to the assignment group "X".   In that specific assignment group "X" are a list of team members.   So lets say, "John" is one of them. What happens in my environment is the team members of group "X" sometimes submit the request for their customers.   Since they are submitting the request and are in the "requested_by" field, they do not get the task notification.   This is happening because deep inside of Servicenow properties, the logic is set that way. Which makes sense, If I am the requester and requesting for someone - I know about the request, I can log in to check my groups tickets and assign it to myself but unfortunately, my client is not there yet.

I need assistant

1) what is the best way to work around that?

2)I was thinking a two step activity in the workflow : an "If" activity that checks if the "requested_by" is part of group "X" or list the group memebers, than it takes the route and the second activity would than be, sent notification to who is in the "request_by"   and go back down the regular workflow path.

Please let me know if you all have come across this and if you have a suggestion as well.   If scripting is involved, please provide me examples of the script as I am still learning javascript myself.   Thank you in advance for your time and efforts, i appreciate it.

Thank you

[Ajai S Nair]

Hi Ahsan,

The way which you have mentioned already is not a bad one I guess.

You can try with an if condition followed by a notification if the "requested_by" is part of group "X" .Else it will follow the normal path.

[jshafton21]

I could be wrong but do you have notification set to send to the event creator? You'd need to have that check to ensure the notification goes to that user as well since they're they're the requested by the system see it as they triggered the notification.

[ahsan4]

Hi Jared,

Can you please elaborate on your feedback?   Are you saying I should look in to the properties or the specific notification?

Thanks

[Ajai S Nair]

Hi Ahsan,

You have to check in the notification:

and check the checkbox send to the event creator to true.

Troubleshooting email notifications - Send to the Event Creator

Email Notifications - ServiceNow Wiki