Sctask Comments

[sseverance]

We recognized a problem that we need to resolve with email notifications when comments are added to Sctasks. If I have been assigned an Sctask and Bob comments on it, I do not receive an email notification. Can someone point me in the direction of where the email notification logic lives within ServiceNow and what needs to be changed to send the email notification in this scenario? 

[AndersBGS]

Hi @sseverance 

This is basic knowledge. Emails lives in notfications and the reason that you don’t receive any notification is properly due to it’s not configured yet.

[Tanushree Maiti]

Hi @sseverance 

1) Refer: KB1367407 How to notify requestors when work notes are added to their task records 

Resolution

Create a custom notification to send alerts when work notes are added to tasks:

1. In the filter navigator, enter notifications, and then under Email, select Notifications.
2. Select New. 
3. Set the Table field to Task [sc_task]. 
4. Enter a descriptive name for the notification.
5. In the Send when section:
   • Select Record inserted or updated.
   • Select the Updated check box.
6. In the Conditions section, select Assigned to is not empty and Work notes changes.
7. Go to the Who will receive tab:
   • Under Users/Groups in field, select Request.
   • Select the + icon to dot-walk to the Requested for field.
   • Select the > icon to select the Request.Requested for relationship.
   • Add any other users you want to notify.
8. Select Save.

 

2) Check post:Send Email Notification to Assigned to when Additional Comment is added 

[Sandeep Rajput]

@sseverance Please refer to this official documentation to know about Email Notification and how you can create them. 

On the instance you can find Email notifications in System Notifications >> Email >> Notifications.

OOTB I didn't find any notification on the sc_task table which triggers on the comment.

You can refer to existing notifications on the sc_task table and create one which triggers on the comment addition.

Hope this helps.