Default notification does not respect conditions

[Ariomar de Deus]

I'm trying to include a condition in a standard ServiceNow notification which is Request Rejected, the condition I want to include is when the item is not ABC this notification does not fire for it, however even including the condition, this notification is not being respected and ends up sending the notification for the item that was not supposed to fire.

[JenniferRah]

Can you show a screen shot of how you are attempting to do that? And is this a Notification based on the sc_request table or some other table?

[Ariomar de Deus]

based on the sc_request table

[JenniferRah]

If you are going to run the notification based on an Item, you'll have to run it on the sc_req_item table. Since there can be multiple items associated with one Request (sc_request), you would have to script the condition to make it work that way. It makes more sense to run the notification off the RITM if you are wanting it to exclude ones with specific Items.

[jcmings]

Based on the logic you are stating, you want to add a "Item is ABC" condition to the conditions in the screenshot. So that the notification only fires if it's ABC.