Email notification - additional comments added

[LJ_23]

Hi team, I'm trying to set up an email notification that triggers when an Additional Comment is added to a GFS case. The goal is to notify the (assigned to) 

Table: x_lbg_fbs_case_fbs_case

When: After , Insert, 

Filter Conditions: additional comments changes

Script:

(function executeRule(current, previous /*null when async*/) {

    // Get the case record from table

    var caseRecord = new GlideRecord('x_lbg_fbs_case_fbs_case');

    if (caseRecord.get(current.element_id)) {

        // Que email notification trigger from event

        gs.eventQueue('x_lbg_fbs_case.comments.added.to.gfs.cas', caseRecord, caseRecord.assigned_to.email, current.value);

    }

})(current, previous);

On the email notification:

Table: x_lbg_fbs_case_fbs_case

Triggered by event: x_lbg_fbs_case.comments.added.to.gfs.cas

Who will receive: Assigned to 

Please let me know where there is any discrepancies? 

[Dr Atul G- LNG]

Hi @LJ_23 

https://www.servicenow.com/community/developer-forum/email-notification-when-additional-comment-is-a...

https://www.servicenow.com/community/developer-forum/how-to-send-notification-when-additional-commen...

[Mark Manders]

Why not just trigger the notification on 'comments changes' (see OOB 'Incident commented for ITIL' notification). Set the 'who will receive' to 'assigned to' and uncheck the 'send to event creator' to prevent they receive an email from their own comments.

No need for any scripting.

[Manmaya Kumar S]

Hi @LJ_23 
Okay, It seems like your BR is triggering on 'insert'. shouldn't it be on 'update' instead?
I think everything is there, you can probably do some cross checking like if the event is firing correctly or not, scopes that are involved etc.

Since its a non global scope, I would prefer segregating the even triggering part in a separate script include created in the global scope.

Let me know if it worked after changing the 'When' value on BR.

Thanks!

[Ankur Bawiskar]

@LJ_23 

2 ways

1) Directly use Notification similar to incident commented for your table

OR

2) Use flow designer to send email

If my response helped please mark it correct and close the thread so that it benefits future readers.