Email notification when additional comment is added by End user and support

[JordyZ]

Hi, I'd like to send two separate email notifications:

1. When Additional comments is added by the "Assigned to" to the incident 

2. When Additional Comments is added by the "End user" to the incident from the portal

I have tried following the advice of this thread (https://www.servicenow.com/community/now-platform-forum/email-notification-when-comments-added-by-as...) to create a business rule and trigger events based on who is commenting, but it doesn't seem to work. No notification gets sent out when commenting.

This was the advice:

"You can write a on after business rule and create two events "updatedByAssignedTo" and "UpdatedByEndUser".

In the BR condition Additional Comments Changes.

in the advance script 

if(current.sys_updated_by==current.assigned_to.user_name)

//Fire event "updatedByAssignedTo"

else If(current.sys_updated_by==current.opened_by.user_name)
//Fire event "UpdatedByEndUser"

Anyone able to help? Thanks in advance.

[SuhasPSalunkhe]

Create Async BR -

Remember your event trigger syntax should be correct

gs.eventQueue('YourEventName',glideObject,AssignedTo/EndUser,'');

Also  in Notification definition,

1. you have to select the eventname

2. Also checked the checkbox for param1 is for recipient 

[Sebas Di Loreto]

@JordyZ 

I understand what you are trying to achieve and I challenge you to study these two out of the box "elegant" logic:

• incident business rule to move an incident from on hold awaiting calle to in progress when the caller adds an additional comment. It is elegant because the rule only triggers when that caller is "dynamically" ME: /sys_script.do?sys_id=162581e087133200b4ae6c5837cb0b1a
• now apply that logic to this out of the box incident notification: /sysevent_email_action.do?sys_id=e3d6fce487d73200b4ae6c5837cb0b21
  This notification is triggered for the previous situation and goes to the assigned_to and watch list.

Now going to your case, you don't really need the business rule but it was useful to frame your state of mind.

You just need a notification triggered this way ... that is it... very simple.