Additional comments in HR Cases and email triggering configuration

[Ashmiya]

We have a scenario where an HR agent sending reminder mails (through additional comments in a HR Case) asking for  approval and we noticed the third reminder email had cc the person's(the one who needs to approve to proceed with case) manager, the person's manager's manager and person's manager's manager's manager's. Where can i find these configurations in the instance?

[Musab Rasheed]

Hi Ashmiya,

Please check below two places.

1) Notification email script which is there in notificaiton.

2) Most probably something must have been written in Workflow if you don't find anything in point 1, go to active context and try to find workflow.

Mark my answer as correct or hit like based on impact.

Regards

[Community Alums]

Hi @Ashmiya ,

There must be an "Event" created which is facilitating this functionality.

Ideally, this is created by :

1. Create a event on your table

2. Create a notification and under when to run, select event is fired and select this event from the dropdown.

3. Then Create a scheduled job and select script of your choosing

Interval: Daily

Hence, Navigate to Email > Notification > Look for your Notification and finally check the "When to run" tab :

Follow this for ccing and BCC

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/script/server-scripting/reference/r_ExScptEmlNtfn.html?cshalt=yes

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Community Alums]

Hi @Ashmiya ,

Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep

[John Zhang1]

There are two location to verify the email configurations:

1) Go "Email--> Notification" 

2) Check workflow email notification 

If my reply is Helpful/Correct, please mark the answer as Helpful/Correct.