Notification for Additional comments in Service Catalog task

mariapaskova
Kilo Contributor

‎06-18-2015 03:55 AM

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

find_real_file.png

When I define the condition for "when to send", I don't see Additional comments in the list under Requested item fields.

find_real_file.png

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:

find_real_file.png

Event registry:

find_real_file.png

Business rule:

find_real_file.png

If someone can help me with this issue will be great.

Thanks a lot in advance!

Maria

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0 Helpfuls

Deepak Ingale1
Mega Sage

‎06-18-2015 04:11 AM

What version of ServiceNow are you on?


I can see on Eureka, additional comments is on task table which is used on requested item as well as catalog task table.


0 Helpfuls

mariapaskova
Kilo Contributor

‎06-18-2015 04:19 AM

We are on Eureka currently.


0 Helpfuls

Deepak Ingale1
Mega Sage
In response to mariapaskova

‎06-18-2015 04:33 AM

Hi Maria,


When you update catalog task by providing some input in the 'comments' field (in your case it is of type reference and referencing to sc_req_item table, in our environment, it is of Journal type), does it gets reflected into the requested item also?



I mean on RITM as well?


0 Helpfuls

mariapaskova
Kilo Contributor
In response to Deepak Ingale1

‎06-18-2015 04:50 AM

Hi yes, the comments field is reflected into the requested item as well.


0 Helpfuls