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

[Sam Ogden]

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 · Accepted solution]

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

[Sam Ogden]

Hi Sakshi,

Thanks for the above.   Hope your exam has gone ok.

I've ran the tests and evidence below.   From what I can tell this seems to now be working ok.

First Test - Both Tasks are unassigned:

Both Group Managers Get the Notification:

Second Test - 1 Task is assigned, the 2nd is still unassigned:

The person assigned gets the notification and the manager of the group of the unassigned task also gets the notification:

Third Test - Task 1 is unassigned, the 2nd task is assigned:

Both the person assigned get the notification and the manager of the group of the unassigned task get the notification (now working):

Fourth Test - Both tasks are assigned to people:

Both getting the notification:

Fifth Test - Both Tasks are assigned to people (reverse - to show both people can receive the notification):

Both Still getting the notification:

I'm going to run some more tests, but looking good.

Thanks for all your help on this - appreciate all your time over the last couple of months

Thanks Sam

[Sakshi14]

Glad I could assist you! And yes, I cleared the exam too.