Email Notification Questions -

[G24]

When I look at a record of type "sn_hr_core_case_benefits", I see that there are fields called "comments" and "work_notes", as you can see here:

But... When I go to compose a Notification record, in the "Select variables" box, I see "Work Notes", but there is no "Comments" field...  There is only "Comments and Work Notes", as you can see here:

I tried using ${comments} and ${work_notes} and ${comments_and_work_notes} in a test email notification.  And here is the result:

So here are my questions:

1)  Why is there no "Comments" field in the "Select Variables" box for composing a Notification?

2)  Why am I getting no output when I use the "comments_and_work_notes" Variable / field?

• Note, that I didn't write this by hand.  I just double-clicked on the variable in the list, so no chance of a typographical error or anything.

Thank you.

[dmahendran]

Hello @G24 
Gimme the exact requirement you are looking for. 

Ty!

[G24]

I guess the exact requirement is, when a new work note is added to the record, to send a notification which includes that work note and the next couple of entries, whether they be comments OR work notes.  Thanks.

[G24 · Accepted solution]

Found the answers with help from ServiceNow tech support...

1) The field is called additional_comments.

2) This is a ServiceNow bug.  It is documented in an existing knowledge article available here:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1587782