HR Case Commented Notifications & Watchlist Users

maxstnr
Tera Contributor

‎05-22-2025 08:17 AM

Hello, wondering if someone else has had similar experience to this & idea on how to proceed. Currently, when an employee replies to a HR Case comment notification via email, we have send to event creator unchecked to stop the platform from sending back a case comment notification (since they don't need notification on what they just commented). However, anyone they've CC'd / whoever is in watch list still receives another comment notification anyway - so, the CC'd / watchlist users are being doubly notified. Has anyone ran into this before & has ideas? Thank you!

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Abbas_5
Tera Sage
Tera Sage

‎05-23-2025 05:58 AM - edited ‎05-23-2025 06:00 AM

Hello @maxstnr,

To notify users on the watchlist of HR case comments in ServiceNow, you can configure a notification that triggers when a comment is added to a specific HR case record. This notification can be set up to automatically include all users on the watchlist for the HR case as recipients. 
 
Here is the detailed steps:
 
1. Triggering the Notification:
  • Business Rule:
    A business rule can be configured to trigger when a comment is added to an HR case record. The business rule can check for changes in the "Additional Comments" field (or whichever field you're using for comments).
  • Event:
    Alternatively, you can create a custom event that is triggered when a comment is added. This event can then be used to fire the notification. 
     
2. Configuring the Notification:
  • Notification Definition:
    Create a new notification or modify an existing one to include users on the watchlist. 
     
  • Recipients:
    Specify the recipients as the users on the watchlist for the HR case. You can achieve this by using the "Watchlist" field on the HR case record. 
     
  • Message:
    Compose the message for the notification, including information about the comment and the HR case. You can use variables within the message to personalize it for each recipient. 
     
  • Triggering Condition:
    Ensure that the notification is triggered by the business rule or event you set up in step 1. 
     
3. Example Scenario:
  1. HR Agent adds a comment to an HR case. 
     
  2. A business rule (or event) triggers, detecting the new comment. 
     
  3. The pre-configured notification is triggered. 
     
  4. The notification is sent to all users on the watchlist for that specific HR case. 
     
Important Considerations:
  • Watchlist Field:
    Ensure the "Watchlist" field is correctly configured and populated on the HR case record. 
     
  • Recipients:
    Verify that the notification is configured to send to the correct recipients (the users on the watchlist). 
     
  • Message:
    Make sure the message is clear and concise, providing the necessary information to the recipients. 
     
  • Testing:
    Thoroughly test the notification process to ensure it functions as expected.

OR refer to the link below:

https://www.servicenow.com/community/developer-forum/notification-to-send-to-users-when-they-are-add...

 

If it is helpful, please hit the thumbs up icon and accept the correct solution in future by referring to this solution it will helpful to them.

Thanks & Regards,

Abbas Shaik

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