How to send notification when additional comments / work notes changes

[Karinush]

Hi all,

I have a requirement to send an email to assigned to when the user who is the reporter adds an additional comment through the portal

And another requirement to send an email to the reporter when the assigned to sends work notes

I have made this, using the same event :

and this is my business rule:

what am i doing wrong ? 

[OlaN]

Hi,

In this case it's because of the business rule that runs onAfter the change. You will need to change it to run onBefore the change happens.

This is because the worknotes and additional comments are special, they don't exist as a field on the record, they are their own record on a separate table [sys_journal_field].

And as a side note.

Usually you don't want the work notes to be sent out to the reporter, because this field is meant only for the agent/case handler or similar. They are meant as an internal field, not accessible by the reporter/end user of the case.

[Dr Atul G- LNG]

Hi @Karinush 

I have a requirement to send an email to assigned to when the user who is the reporter adds an additional comment through the portal

Atul: Additional comments should go to Reporter / caller not to Assigned to 

And another requirement to send an email to the reporter when the assigned to sends work notes

Atul: Report should get email when some thing added in Additional comments not in work notes.