Catalog task assignee should get notified, when additional comments updated on RITM.

[Varsha A]

Hi All,

Catalog task assignee should get notified when additional comments updated on RITM

Is there any way to send email to assignee of that particular task when additional comments added to RITM. I tried to copy from Task to RITM and RITM to task but still did not get solution for

if multiple tasks are available then which task assignee should notified. Now all are notified and which i don't want.

OR

any another way to achieve this?

Thanks

[Harish Bainsla]

1. Configure an Email Notification:

   • Go to "System Policy" > "Email" > "Notifications".
   • Create a new notification or edit an existing one.
   • Define the notification's subject, body, and other details.
   • In the "When to send" section, set the condition to trigger the email when additional comments are added to the RITM. For example, you might use a condition like current.comments.changes() && current.comments.changes().length > 0.
   • In the "Recipients" section, use script to dynamically determine the assignee's email address. For example: current.assigned_to.email.

2. Link the Notification to the Catalog Task:

   • In the catalog task table, you typically have a field that links back to the corresponding RITM (e.g., request_item or parent).
   • In the notification record, set the "Table" to the catalog task table and define the appropriate filter conditions to link the notification to the correct catalog tasks.

[JLizard1]

Hi Harish, thanks for this. I'm trying to do the same but unsure where to enter the script you've suggested when completing the 'When to send' section?

We'd also like the notification to be sent only when anyone other than the assigned to user of the SCTASK submits a comment on the parent RITM ticket. 

Any tips would be appreciated. Thanks.