Email Notification when RITM is commented.

[Atchutaram]

Hi Experts,

                      I am trying to create a new notification when the RITM is commented.

Subject: RITM number: ${cat_item} is commented.

Body should be:

Dear user,

the team has commented your request: 

comments:

this is how the body should be, Could anyone assist me on this.

Thank you in advance.

Best Regards,

Atchutram

[Mike_R · Accepted solution]

[Spartan_snow]

Hello @Mike_R ,

I created this notification but I want this notification should not trigger when requester add comments on RITM, it should be trigger only fulfiller add comments.

What things do I need to do for this restrictions.

Thanks.

[johnfeist]

Hi Atchutaram,

You can do that based on an event.  You will need to use a mailscript to grab the comment. 

The event is sc_req_item_commented_itil.  You can set up the subject and salutation from the item fields.  Here's an example from the notification that I set up:

Your Request ${number} Has Been Commented

To get the comment, I have a mail script that calls a scripted function and then inserts it into the message.  You will find the comment is the sys_journal_field table.  You need to look for element == "comment" and element_id==<requested item sys_id>.  Remember to have your query sorted by created_by descending so that you can get the first entry which will be the one you need.

[Beast]

Hi, Try this

When to send

What will it contain