email notifications to service catalog tasks "assigned to" persons
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‎07-24-2017 11:51 AM
Backstory.... I am new to this so I am requesting help
At my company... a New Hire service catalog requests have 1 req, and multiple RITM's. In each RITM there can be and usually has multiple catalog tasks assigned and assigned to multiple users directly in order to fulfill the request.
What I want is to setup is a email notification that when something is added the RITM's "Additional comments" section ALL users assigned to any of the related catalog tasks are emailed telling them that there is additional info added. I am having issues on the "who will receive" tab. I am using the
On the "wend to send" I have inserted and updated checked and in the conditions I have "additional comments" changes
On the "what it will contain" I would like the info that was entered in the "addition comments" to be placed in the Message.
Any HELP would be very much appreciated!!!
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‎07-24-2017 12:52 PM
Hi Kim,
create event on sc_req_item table and then use that in business rule. after that create notification on sc_task table and choose assigned to and assignment group in who will receive tab.
Please check the thread below.
Re: Notification for Additional comments in Service Catalog task
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‎07-24-2017 01:10 PM
what we do instead of trying to fire an event etc.. is to create a BR to copy anything in the additional comments of the ITEM to the WORK notes of the tasks...
this SHOULD trigger the OOB email task commented.... and let the assigned to's know...
we also have a BR that copies additional comments from the TASK.. up to the item.. this way any additional comments from one task are end up getting to all task owners for that item
when coping fields from child/parent and from parent to child.. it is VERY easy to create a loop... this is why we are very clear.. additional comments of the task go to the add comments of the parent.. .and add comments of the parent go to the WORK notes of the task... you will end up with the add notes from each task getting put into that task in both add comments and work notes from the task but for us.. that is ok
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‎07-26-2017 07:47 AM
Hello Raymond
Very interesting. I like the idea of having a copy anything in the
additional comments of the ITEM to the WORK notes of the tasks...
Can I ask a stupid question though... What is a "BR"?
Thanks again.
Kim Janisch
IT Service Request Management Sr
kim.janisch@alllianzlife.com
d: 763.765.6804 x36804
Allianz Life Insurance Company of North America | www.allianzlife.com
Allianz. For all that's ahead.
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‎08-01-2017 09:17 AM
Hello Raymond
OK I know what a BR is now. Sorry new to this. I do like your option then
mine... create a BR to copy anything in the additional comments of the
ITEM to the WORK notes of the tasks. That would work great.
I'm trying to write the BR in my ServiceNow System Admin Instance as I
said I am just learning. I'm getting hung up on how to tell ServiceNow to
copy anything in the additional comments of the ITEM to the WORK notes of
the tasks.I have no idea how to write script. Can I achieve what I need
using just the Actions Tab and if so how?
here is the start of my business rule....
when to run....
I can't figure out this Actions tab???? What am I doing wrong?
I appreciate your help tremendously!!!
thank you
Kim Janisch
