Email notification for child RITMs

[Martin45]

Hi team,

We have situation: when user raises a request in Service Catalog, the parent RITM is created with 2 child requests. When one of these child requests in closed completed the additional comment is automatically added to another one which is set by business rule.

There is requirement to send email notification with words in additional comment to the assignment group that handles a child RITM where the additional comment was automatically added.

This assignment group varies depending on user the request is created for.

Could you please advise whether there is possibility to do it with new email notification or another business rule is required?

Thank you,

Martin

[Dr Atul G- LNG · Accepted solution]

Hi @Martin45 

the parent RITM is created with 2 child requests. 

It should be REQ -- RITM1 , RITM2 right?

[Ankur Bawiskar · Accepted solution]

@Martin45 

2 ways to do this

1) you can use Event queue based approach to trigger the event which in turn will trigger email. You can use the code to trigger the event in the same BR which adds the comments to another one.

OR

2) have notification on RITM table with condition as Catalog Item Name = Your Catalog Item and Additional comments changes and recipient as Assignment Group

You can take either approach with whatever you are comfortable with

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

[Ankur Bawiskar · Accepted solution]

@Martin45 

in the advanced condition of notification check if this comment got added because of an update on another child of same parent RITM

This is somewhat trickier and difficult to implement.

So I would suggest you use the 1st approach where you are sure when to send the email and to whom

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

[Martin45]

Thank you, Ankur.

BR,

Martin