System updating the additional comments field which triggers blank emails

[arnabwa]

Hi SNOW Enthusiasts,

I have been facing a problem for quite a while now which my client is complaining of and I still could not find a way to resolve.

The Story is :

When ever a Request item/incident ticket is commented, a mail notification is triggered to requester. Lately I have observed that the system is changing the additional comments even if it is blank and as a result sends an email to the requester. I have seen this issue a numerous time now where the comments are updated (totally blank) and then triggered a notification.

How can we stop this update of blank additional comments OR what may be the reason that a blank comment is updated?

Thanks,

Arnab

[Geoffrey2]

Sounds like a weird problem.

I would try and figure out what is causing the blank updates by creating a Business Rule to do some logging.

Condition: current.comments.changes()

Script: gs.log('Comments have changed on ' + current.number + ' by ' + gs.getUserName() + '.\nComments: "' + current.comments + '"', 'Comments issue');

You can change the conditions on the Email Notification to prevent it from sending.   Can you post a screenshot of your Email Notification?

The out-of-the-box notification uses 'Send when' is 'Record is inserted or updated'.   But I've always found events to be more accurate for Email Notifications.   So you could switch to an Event-based trigger.

[arnabwa]

Hi Geoffrey,

Please have a look at the screenshots. The email is triggered by event.

Thanks,

Arnab

[Geoffrey2]

What does the code look like that is firing the sc_req_item.commented event?

[arnabwa]

Also Geoffrey, I am unable to reproduce this issue. This is also a reason I'm not able to solve this issue. This happens sometimes and anonymously, not every time.

[Geoffrey2]

There will be some reason behind it.   We just need to find it.