How to send mail to approver on ritm if any comment has been made in the ritm by the requestor

[Shalika]

How to send mail to approver on ritm if any comment has been made in the ritm by the requestor

[Uncle Rob]

Flow Designer with these steps roughly

Flow Properties:  Run on every update

TRIGGER:  On update of sc_req_item where comments changes

1.  Look up records:  Approvers where approval task = trigger's sc_req_item

2.  For each of (1)

3.  Send Notification

[Mahendra RC · Accepted solution]

Hello Shalika,

I am not sure what will be the best approach to implement this requirement in your instance but you can do the following:

1. Create an event in sysevent_register table with Name as sc_req_item.commented.approver and Table as sc_req_item.

2. Create an after update BR on sc_req_item table with condition and script as shown below:

Script Condition: current.comments.changes() && gs.getUserID() == current.requested_for

(function executeRule(current, previous /*null when async*/ ) {
    var lastComments = current.comments.getJournalEntry(1);
    var approverList = [];
    var sysApprovalGR = new GlideRecord("sysapproval_approver");
    sysApprovalGR.addEncodedQuery("sysapproval=" + current.getUniqueValue() + "^state=requested");
    sysApprovalGR.query();
    while (sysApprovalGR.next()) {
        approverList.push(sysApprovalGR.getValue("approver"));
    }
    if (approverList.length && lastComments) {
        gs.eventQueue("sc_req_item.commented.approver", current, approverList, lastComments);
    }

})(current, previous);

3. Create a notification on sc_req_item table with below details:

Subject: ${number} has been commented by ${requested_for}

in Message field you can put the below content:

You can make changes as per your requirement in email content.

Please mark my respsone as helpful/correct, if it answer your question.

Thanks

[Snow Angel]

I must say this was an excellent solution provided by @Mahendra RC