Email notification sent to asigned to on task when req item comments updated

Sam Ogden · ‎05-25-2017

Hi All,

I require that when the additional comments on the sc_req_item change an email notification is sent to the person who is assigned to the task related to that item. I found an earlier post on here and tried to replicate the business rule and notification, but I'm not getting any email notification firing. Below is the business rule setup and email notification setup. Do I need to add somewhere to the notification the business rule that is being used?

I was also wondering if the sc_req_item has multiple tasks related to it, would this send a notification to the assigned to person on each task?

Any help as to where I've gone wrong is greatly appreciated.

Business Rule:

Email Notification

.

Email Template

Sakshi14 · ‎08-08-2017

Hey Sam,

Sorry was caught up with my implementation specialist exam.

This is puzzling, the order of tasks shouldn't make any difference, can you please modify the BR as follows -

function executeRule(current, previous /*null when async*/) {

var email_to = [];
var sc_task = new GlideRecord('sc_task');
sc_task.addQuery('request_item',current.sys_id+'');
sc_task.addActiveQuery(); //eliminates the inactive/closed tasks, optimizes the results
sc_task.query();
while (sc_task.next()){

gs.log("sam1");
if (sc_task.assigned_to == "" || sc_task.assigned_to == null){ //included the null keyword as sometimes the system doesn't compare successfully with ""
gs.log("sam2 "+sc_task.assignment_group.manager);

email_to.push(sc_task.assignment_group.manager+'');
}
else{ //added an else to optimize the query
gs.log("sam3 "+sc_task.assigned_to);

email_to.push(sc_task.assigned_to+'');
}
}

gs.log("sam4 "+email_to);
gs.eventQueue("sc_req_item.commented.itil", current, email_to.join(), gs.getUserName());

})(current, previous);

I've just tweaked the logs and the email_to.push statement.

Please run all the 4 use cases and share the logs/results:

1. both tasks have assigned to

2. both tasks don't have assigned to

3. task 1 has assigned to & task 2 doesn't

4. task 2 has assigned to & task 1 doesn't

View solution in original post

Alikutty A · ‎05-25-2017

Hi Sam,

In the event log, can you check if the Parm 1 is having proper sys_id of the assigned to user?

Thank You

Please Hit Like, Helpful or Correct depending on the impact of response

Sam Ogden · ‎05-25-2017

Hi Alikutty,

Where do I find the event log?

Thanks

Sakshi14 · ‎05-25-2017

Navigate to system logs> events. you can find the event parameter details here.

Sam Ogden · ‎05-25-2017

Sorry ignore the last comment, was looking in the wrong instance. Below is that shows in the event log after I've added a comment on the req item