Last 3 comments and work notes are appearing in the email notification instead of only last comment.

[Ksnow]

Hi all, @shloke04 

Additional comments and work notes are updating last 3 messages in the email notification instead of last one.

We have issue with the only one instance but the same development is available in the both instances(Test & other non- prod environment)

For example: if user commented in the incident like Test-1 initially and later Test-2 both the comments are showing where ever comments field used in the email notifications.

What exactly to be checked to rule out the issue?

Thanks,

Ksnow

[Ankur Bawiskar]

Hi,

so how it is showing in other instance?

Regards
Ankur

[Ksnow]

Hi @Ankur Bawiskar 

Here is the image from another instance. It's showing only last comment irrespective of how many comments it have.

[Ankur Bawiskar]

Hi,

Ideally it should show all

Please try to raise HI ticket with ServiceNow if you are sure in both the instances comments are printed using this

${comments}

Regards
Ankur

[Ksnow]

Hi @Ankur Bawiskar 

You mean to say by default it should show all comments if we use ${comments} in the email notification, unless if there is email script to show just last comment?

Please confirm.

Thanks,

Ksnow

[Ankur Bawiskar]

Correct