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

Tanaji Patil · ‎06-18-2015

Hi Deepak,

We cannot dot walkin in the condition builder but we can do it using the code. Thats why I checked if the comments field is changing in the BR script and then triggered the event.

Thanks,

Tanaji

mariapaskova · ‎06-18-2015

How can we do the dot walking to the requested items Additional comments using the code? This looks like a possible resolution of the issue?

mariapaskova · ‎06-18-2015

Hi Tanaji,

many thanks for looking into my problem.

Actually I tested this before logging my question, but it didn't work, because the Additional comments field is on sc_task.request_item.comments.

Your method works quite well with "Work notes" as it is on sc_task.work_notes.

Tanaji Patil · ‎06-18-2015

If I understand correctly, you want to trigger the notification on 'Catalog Task' table when the Additional comments field of 'Requested item' changes.

mariapaskova · ‎06-18-2015

Yes, I want to trigger the notification on Catalog task table, when the Additional comments field of 'Requested item' changes, because the assignment group is in the task table.