Email notification when comment is added

[KajaP]

hi Guys,

I would like to tweak my email notification that is fired when a comment is added in the request - condition used: 

Currently it is sent out after any comment is added, to both employee (opened for) and the assigned to agent. They are therefore receiving emails also after they post a comment themselves... 😞 

I'd like the notification to be fired only when someone else adds a comment - how to achieve that?

Thanks in advance,

Kaja

[Dr Atul G- LNG]

Hi @KajaP 

Try adding like this

[fibssy · Accepted solution]

OOTB there are two notifications. You may want to use the same concept.

1. Incident commented for ITIL where the condition is set up Additional comment changes AND Sent to event creator is  unchecked. This email is sent to Assigned to and Watchlist. And will NOT be sent to the person who updated the incident.

2.  Then there is a second notification which is sent to the caller named: 'Comment left on incident' or 'Incident commented ' which is triggered by an event: incident.commented which runs the incident events business rule. This business rule containts the following script lines:

if (current.operation() != 'insert' && current.comments.changes()) { 	 
	if (!isConnect()) 
		gs.eventQueue("incident.commented", current, gs.getUserID(), gs.getUserName());

This business rule is designed to trigger an event when a comment is added to an existing incident (not during creation) and the context is not related to Connect. The event "incident.commented" is then queued with relevant user information. Also, the 'Send to event ceator is disabled in this notification, which prevents the user who updates the incident  to receive the notification.

Good luck.

Fibssy

[KajaP]

Hi Fibssy,

the first solution worked out - thank you very much for your help!

Kaja

[fibssy]

Glad I was able to help. 

Have a great day.