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

[Abhinay Erra]

Sorry gs.getSession().isInteractive()

On Monday, September 5, 2016, arnab_infosys <

[arnabwa]

I believe Abhinay, if i use gs.getSession().isInteractive() in the condition then if there is a scheduled job which updates the additional comments automatically will not work. for e.g. putting additional comments automatically after a 14 days from the opened date as a reminder to take action on the ticket.

Correct me if i am wrong.

And thanks for your help.

[Kalaiarasan Pus]

There is a known problem related to empty comments and checking this is worth a try.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0551681

[arnabwa]

Hi Kalai,

Many Thanks. very useful article. But I want to let you know that my problem persists in the parent ticket itself. I believe the article is for the child tickets (incidents).

Thanks,

Arnab