Notification for Additional comments in Service Catalog task

mariapaskova · ‎06-18-2015

Hello,

I'm experiencing an issue with a notification not sent to the task assignment group when a service catalog task is commented.

The Additional Comments section on the Catalog Task, is on sc_task.request_item.comments

When I define the condition for "when to send", I don't see Additional comments in the list under Requested item fields.

I try to trigger the event with "Event is fired" instead of Insert/Update and defined a business rule on the requested item table, but it doesn't send the notification as well.

These are screenshots of the business rule, event registry and notification:

Notification:

Event registry:

Business rule:

If someone can help me with this issue will be great.

Thanks a lot in advance!

Maria

TJW2 · ‎06-18-2015

In the script where you trigger the event sc_req_item.commented you can add the following code:

var grpList = [];

var tsk = new GlideRecord('sc_task');

tsk.addQuery('request_item',current.sys_id);

tsk.addQuery('active','true');

tsk.query();

while (tsk.next()){

grpList.push(tsk.assignment_group+'');

}

gs.eventQueue("sc_req_item.commented",current, grpList.join(','),gs.getUserName());

View solution in original post

Deepak Ingale1 · ‎06-18-2015

What version of ServiceNow are you on?

I can see on Eureka, additional comments is on task table which is used on requested item as well as catalog task table.

mariapaskova · ‎06-18-2015

We are on Eureka currently.

Deepak Ingale1 · ‎06-18-2015

Hi Maria,

When you update catalog task by providing some input in the 'comments' field (in your case it is of type reference and referencing to sc_req_item table, in our environment, it is of Journal type), does it gets reflected into the requested item also?

I mean on RITM as well?

mariapaskova · ‎06-18-2015

Hi yes, the comments field is reflected into the requested item as well.