Notification - Most recent comment

MStritt
Tera Guru

‎02-11-2022 11:57 AM

I'm creating a notification. The notification will be sent to the Assigned To person whenever the customer makes an update to the case via Portal. I would like to include in the email, the most recent comment made by the customer that triggers the notification. I can add additional comments (comments) in the email, but it includes ALL additional comments on the case. Is it possible to include just the most recent comment\update made by the customer?

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Saurav11
Kilo Patron
Kilo Patron
In response to MStritt

‎02-11-2022 02:24 PM

Hello Not sure if you have seen my solution it will work Thanks

yasuhirotakahas
ServiceNow Employee
ServiceNow Employee

‎04-02-2025 03:57 AM

A case record has Additional Comments (comments) field, however,  the field become empty right after submitting, because a value of comment is transferred to Journal.
So the latest comment must be captured right before submitting.

  1. Create a business rule
    1. Advanced: true
    2. Before Update
    3. Write a code to push a predefined event
      1. Parm1: sys_id
      2. Parm2: Additional comments (comments)
  2. Create a notification triggered by the event
    1. Get the value of the latest comments from Parm2
    2. Get other values, querying the case by sys_id
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