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

I see the event name in your business rule is different from the notification.

Thank You

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

Sakshi14 · ‎05-25-2017

looking at this log, the event parm1 contains your name, so please check the 'send to event creator' checkbox on the notification and the notification should trigger just fine.

Thanks

Sakshi

P.S.: please mark helpful/correct based on impact

Rajesh M1 · ‎05-25-2017

Hello,

Your Business rule triggers 'ritm.commented' event and the event selected in the notification is different.

Both the event names should be same.

Best Regards,

Rajesh M.

Sakshi14 · ‎05-25-2017

Hi Sam,

The event name specified in the BR (ritm.commented) and the one specified in notification (sc_req_item.commented) don't match.

Also, make sure that if you are testing with your ID, i.e. the task is assigned to you and you are the one commenting on the RITM as well, check the 'send to event creator' checkbox on the notification.

Thanks

Sakshi

P.S.: please mark helpful/correct based on impact

Sakshi14 · ‎05-25-2017

Also , to answer your other questions,

This business rule will trigger notifications to all tasks associated with the RITM, even the closed ones. To prevent that you can add a condition checking the state of the task.

Thanks

Sakshi

P.S.: please mark helpful/correct based on impact