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

Now since you are registering event, do not make notification conditional.

Rather make it to fire when event is registered (I hope event is getting registered).

there is an option to make notification to fire when event is getting registered

mariapaskova · ‎06-18-2015

This is what I see in the Event log:

Deepak Ingale1 · ‎06-18-2015

Hello Maria,

If you see, event is getting registered which you have configured on sc_req_item.

Even name is sc_req_item.commented.

Now go to notification,

Configure notification on sc_task table, and define 'Send When' to even is fired and 'Event Name' to sc_req_item.commented. Do not define any condition now. This is now event driven notification and not he conditional one.

Add recipients in who will receive section and add message in what it will contain.

Kindly configure this and let me know if it works.

mariapaskova · ‎06-18-2015

Hi Deepak,

yes I did it, but still the assignment group doesn't receive a notification:

TJW2 · ‎06-18-2015

I have done this before by triggering the email on the RITM table. You will need to write a script to get the assignment groups for the open tasks and set in one of the parameter fields when the event is triggered. The notification will need to send to 'parameter set'.