Email notifications subject line is changing when we add notes comments on RITM

Aditya1204
Tera Contributor

‎12-06-2024 03:56 AM

Description of issue.

 

We have certain groups that contain protected_group role.  When we tried to raise new RITM associated with that group.

 

New RITM has been raised and added comments as mentioning their name @Name. But that particular person getting mail that "you have been mentioned" only 

Not getting mail as you have been mentioned in RITM.

 

But when we removed protected_ group role from these group. And tried to raise new RITM. Then mentioned person in the comments notes of RITM is getting proper email that "you have been mentioned in RITM". Please help with this

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Uncle Rob
Kilo Patron

‎12-06-2024 04:45 AM

Do you have two notifications?  If so, does one have a better weight than the other?
https://youtu.be/WF2F60ep0X4

Understanding Notification Weight in ServiceNow
Understanding Notification Weight in ServiceNow
youtu.be/WF2F60ep0X4
What do you do when a set of conditions can trigger multiple notifications? What if you have a preference which notification fires. In this video we demonstrate ServiceNow notification weight but also the odd way that 0 weight trumps everything. Looking for #ServiceNow talent or opportunity? 🤝 ...
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Aditya1204
Tera Contributor
In response to Uncle Rob

‎12-06-2024 04:47 AM

Hi Rob. we have only one email notifications script for both working and non working emails

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