Email notification - comment added

[bjhughey164]

*SNC on Geneva*

When I create a new incident and comments/work notes > Update/Save the assigned to gets a notification that they've got an incident assigned to them, yeah? If it's assigned to a group, the whole group will get the alert.

However, when I go into the open incident and add additional work notes or comments, those aren't getting an email sent out. Why would this be? I searched the wiki and got the default verbiage for email notifications :

Baseline Email Notifications - ServiceNow Wiki

In my instance in particular the when to send is set to "updated" inserted is not checked...I'm of the belief that when I add comments or work notes and click update, that should fire off an email. Conditions are "additional comments and changes which again, I believe should have me covered.

Any insight?

Thanks,

Ben-

[Binh Truong2 · Accepted solution]

If i remember correctly, incident comments and work notes do not fire off notifications OOB. You will have to create a notification event if you would like this to occur.

If you're looking for a similar notification, check out "Changes commented (to assignee)". This is the same idea to fire off notifications made on a change.

[bjhughey164]

Binh,

Thanks for the response.

Ok, I see that notification out there. I will use that as a template against the incident table and test in my dev box!

Ben-

[Travers M]

When I was starting out we were in notification h e double hockeysticks.     When we had multiples fire or ones that fired when we didn't want them to, we'd take that email from the log, pinpoint what notification it was that fired this email and go over that notification to see if we couldn't refine it a little.   Also, look at the events that fire this notification or if it's even on an event.     If you'd like to post a screenshot of your problem one(s) I'd be glad to look it over

[bjhughey164]

Travers,

That's what I'm afraid of as well.

We're pretty much OOB right now but, I'm thinking that I can make a notification with conditions that will help. Instead of every update, I could possibly say "only update when someone else adds notes" so if the tech is adding their own notes, they don't spam themselves but if Travers adds something, I'm notified.