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.

[Ankur Bawiskar]

@G24 

did you try to check by running background script on that record what gets printed with that field value?

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

[G24]

No.  I'm not sure exactly what you mean.  Please expound.

But I do know that there are both comments and work notes IN  that record, so not sure why there would be something called "Comments and Work Notes" showing up in the notification field list, if it's totally invalid.

[Runjay Patel]

Hi @G24 ,

check this: https://www.servicenow.com/community/itsm-forum/quot-comments-and-work-notes-quot-field/m-p/878418

[G24]

That article provides some additional useful information, but does not really answer my second question.

For the first question, I now see that there is an "Additional Comments" item in the list.  I was looking under the "C"s for just "Comments".  Thanks.