Activating "Additional comments" from Catalog Task

[Zubair Jillani]

Hi All,

I need some guidance on activating send/receive email communication from Catalog Task through "Additional Comments" and the email option from the task header. Additional Comments option and the email option is visible on the task form. When "Additional Comments" is filled and posted, the activity is recorded as if the email is sent but it is not triggered.

Email sending option is enabled through email properties and email sent/receive is working for Incidents, RITMs etc.

Any guidance is much appreciated.

Thanks 

Zubair

[AnubhavRitolia]

Hi @Zubair Jillani 

Can you please share the screenshot and elaborate little bit what exactly is happening and what changes you want?

[Zubair Jillani]

Hi @AnubhavRitolia ,

Thank you for your response. 

To elaborate on the issue, OOB behaviour of ServiceNow is that anything that is posted n "Additional Comments" section on the Incident, RITM, Catalog Task etc gets emailed to the user who has requested the ticket i.e. user populated in the "Requested for" field in case of RITM. Similarly, the response to this also gets populated in the corresponding Incident, RITM, Catalog Task etc. 

This is working as explained for all Incidents, RITMs, Requests etc but the Catalog Tasks i.e. the comments written in "Additional Comments" field on the catalog task, do not trigger any email.

I will now attach a screen shot showing the "Additional Comments" field.

Please feel free to reach out to me if the explanation is not clear.

Kind Regards

Zubair

[Lilian M_vel]

Hello @Zubair Jillani 

You are not right with the OOB behavior of ServiceNow. A notification is triggered for INC and RITM to the caller or the requested for because a notification exists for those: 

- "Comment left on incident" - This is obviously for Incident
- "Agent adds comment to Requested Item" this is for RITM. 

OOB: Additional Comment is not on the Catalog task form, and OOB there are no notifications set-up on the platform for that. You will need to add your Additional comment field on the catalog task form and define a specific notification for it.