Hi Community,
We have a requirement to notify the fulfillment/service team when a user adds an Additional Comment to an RITM while the RITM is still pending approval.
Currently, the OOB sc_req_item comment events Business Rule does not trigger the technician notification until work begins on the Requested Item.
Our requirement is to notify the appropriate fulfillment team even when the RITM is still in the approval pending state.
What would be the recommended approach to achieve this? Is it recommended to customize this behavior, or should the OOB behavior be retained and the requirement handled through a separate custom notification/event?
Thanks,
Hrithika
