insert work notes comment to email or task ticket

[TMKAM]

Here is my scenario.

Scenario 1

I have 4 TASK ticket created.

1. TASK 1 ticket open to Team A and state set as Close Complete.

2. TASK 2 ticket open to Team B and state set as Close Complete.

3. TASK 3 ticket open to Team A and state set as Close Complete.

4. TASK 4 ticket open to Team B and state set as Close Complete.

Scenario 2

I have 4 TASK ticket created.

1. TASK 1 ticket open to Team A and state set as Close Complete.

2. TASK 2 ticket open to Team B and state set as Close Complete.

3. TASK 3 ticket open to Team A and before state set as Close Incomplete, Team A must put work notes comment TASK 3 ticket.

4. TASK 2 ticket reopen to Team B with work notes comment from Team A insert into TASK ticket log or email notification send to Team B with Work Notes comment from Team A.

5. Team B before set state as Close Complete, Team B must put work notes comment TASK 2 ticket.

6. TASK 3 ticket reopen to Team A with work notes comment from Team B insert into TASK ticket log or email notification send to Team A with Work Notes comment from Team B.

7. Team B set state as Close Complete for TASK 3 ticket.

8. TASK 4 ticket open to Team B and state set as Close Complete.

I would like to your opinion and solution which is the easier to implement for work notes comment insert to email notification or TASK ticket log.

[Sai Shravan]

Hi @TMKAM ,

In your scenarios, it seems that you want to have a record of all work notes comments made by different teams on different TASK tickets. There are two options to store this information:

TASK ticket log: You can store the work notes comments made by teams in the 'comments' field of the TASK ticket. This field is designed to store comments and is visible in the ticket form, making it easy for all team members to view and keep track of the conversation.

Email notification: Another option is to send email notifications to team members whenever a work notes comment is made. The email notification can include the comment made, the name of the team member who made the comment, and a link to the ticket. This option can be useful for team members who may not have access to the ServiceNow platform or who prefer to receive notifications via email. However, this option may result in a cluttered inbox and may not provide a comprehensive record of comments.

Both options have their own advantages and disadvantages, so the choice ultimately depends on the specific needs of your organization. If you want to have a comprehensive record of comments made on TASK tickets, it may be easier to store them in the ticket log. On the other hand, if you want to ensure that all team members are notified of new comments, email notifications may be the better option.

Regards,
Shravan

[TMKAM]

Dear Shravan,

Thank you for your input and I would prefer email notification but how do I implement it by scripts or ?

Thank You

Regards,

TMKam