How do I prevent an "Incident Commented" notification from firing when an incident is resolved?

[April Cummins1]

Hi,

We currently have an "Incident Commented" notification that sends an email to the caller and watch list of an incident when the public comments are updated. We also have an "Incident Resolved" notification that sends an email to the caller and watch list when the incident is resolved.

"Incident Commented" and "Incident Resolved" emails largely contain the same information (summary of public comments from most recent to least).

The issue is that our users frequently type up a public comment then promptly resolve the incident, thus firing off two emails that contain the same information.

It seems like the most appropriate fix would be to not fire the "Incident Commented" notification when the incident is being resolved. I have tried re-configuring the conditions of these to no avail. Any suggestions on how to accomplish this would be very much appreciated - thank you!

[Harshinya1]

April,

Can you not just deactivate "Incident Commented" notification?

Thanks,

Harshinya

[Harshinya1]

April,

https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/notification/task/t_CreateANotification.html

Exactly demonstrates what you are looking for. Please look the 'Weight' attribute definition.

Weight - [Required] Set a numerical value for the notification priority relative to other notifications with the same target table and recipients. The system only sends the notification with the highest weight. All other notifications are moved from the Outbox to the Skipped mailbox. The default value 0 causes the system to always send the notification (assuming the conditions are met).

For example, suppose that a service desk agent adds a comment to an incident and shortly thereafter closes it. By default, these actions trigger both the Incident commented and Incident Closed notifications.

However, both notifications are from the Incident table and also notify the incident caller. The system only sends the notification with the highest weight, which in this case is the Incident Closed notification.

Hope this helps,

Please mark helpful/correct, if the content resolved your issue.

Thanks,

Harshinya

[Prateek kumar]

what is the condition for Incident Commented Notification.

Would you mind sharing what is there in when to send section of Incident Commented Notification

[April Cummins1]

The solution that worked for me was an advanced script in the Incident Commented notification:

if(current.state.changesTo(6)){
	answer = false;
}else{
	answer = true;
}

This prevents it from firing if the incident state is changing to resolved.