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-

[bjhughey164]

Travers...now I feel dumb! I was using an email template that when reviewed clearly didn't have work notes in the HTML body. Derrrr

I guess the final question I have pertains to those work notes. If they're included in the HTML that way, the end user will see them as well. Hence your utilization of multiple alert types, yeah?

I'll explore your set up in our dev instance. It's small things that sometimes make the most difference from and end user perspective.

[Travers M]

Sometimes it's the easiest things we overlook, its why I asked.   I'd love to say that I've never done anything similar but yeah...

As far as with the work notes, with how separated we were at the time when it came to internal and external, we weren't even leaving that to chance.   I've never tried it given the visibility but I'd imagine they'd still be included in an email as it really wouldn't look at roles when making the email, just your conditions at notification time.     I'd say if you want to keep that always internal, keep it separate.