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-

[Travers M]

Under the advanced tab there is an option to send to event creator.   If that isn't checked, then it should cover the scenario you've mentioned

[bjhughey164]

Ok. So, I've built this out to the best of my ability.

When I add "additional comments" I get the notification and it looks good.

When I add work notes, I'm not seeing anything but the additional comments.

I'm going to guess that my work notes condition is null because end users can't see these normally and this notification would go out to them as well? So, is it possible to have it both ways?

Here's the condition builder I created.

[Travers M]

OK, the problem I see with that one is depending on who your who will receive is that this may fire with no new update on a work notes update based on visibility of the field.     We broke down our notifications and labeled them for internal and external (end users) to avoid this type of thing.  

[bjhughey164]

Who will receive is set to : Users/Groups In fields "assigned to and watchlist"

So, I'm not tracking on...if it's set to notify the assigned to, why aren't work notes added but additional comments are? Can you describe how you broke your notifications down so that I may get a better understanding of this?

I appreciate the help Travers!

[Travers M]

This might be a silly question but in your what it will contain do you have work notes included in the HTML?

In our environment we have 3 sets of notifications addressing each of the events we've deemed necessary to fire an email off for.   One set for technicians, one set for the requester and one set for the watch list.     We do this to be a little more personable about them and include the users name and we didn't want to call someone by the wrong name or confuse someone as to why they are getting an email that looks to be destined to go elsewhere.

I actually have work notes set up as a completely separate notification as it's really supposed to be internal only and we allow replies to the emails for ticket updates.   With that set up we can have a footer IN LARGE RED LETTERS to not reply to the email or you risk exposing information to outside sources.   I have that configured to only go to the currently assigned to technician and I understand that may not be ideal in all situations