Custom Email Notification

[Vmos Angelo Gar]

Hi All, 

We have an implementation of notification currently on RITM that whenever the additional comments in the TASK level is updated and state is Open or Work in progress. We have an issue that if additional comment changes in any state of the TASK the notification will trigger. Asking on how to resolve this. 

Thank you.

[Vmos Angelo Gar]

Yes, change in task and it will trigger an email in the RITM level

[Dr Atul G- LNG]

Hi @Vmos Angelo Gar 

We have an issue that if additional comment changes in any state of the TASK the notification will trigger

For this, dont add the state validation and it will trigger of Additional comments get change. 

[Rajdeep Ganguly]

To resolve this issue, you need to modify the notification condition to only trigger when the state of the TASK is either Open or Work in Progress. Here are the steps:

1. Navigate to System Notification > Email > Notifications.
2. Search for the specific notification that is triggering on TASK updates.
3. Open the notification record.
4. In the "When to send" section, you will find the "Conditions" field.
5. Modify the condition to include the state of the TASK. The condition should look something like this: [Additional comments changes] AND [State is Open OR State is Work in Progress].
6. Save the changes.

This will ensure that the notification only triggers when the additional comments field is updated and the state of the TASK is either Open or Work in Progress.

Please note that the exact field names and condition syntax may vary depending on your ServiceNow version and any customizations that have been made to your instance.

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