Change Management

[akhilaanil]

Hi,

"Change request state change notification"

Does this notification is applicable to standard change also?

[akhilaanil]

Yes, 
In the screenshot you can see, firstly the advanced condition is there: 

var cr = new ChangeRequest(current);

answer = (cr.changesToScheduled() || cr.changesToImplement() || cr.changesToReview() || cr.changesToCanceled());
This is not worked then i tried by giving conditions. Still not working.

[svirkar420]

@akhilaanil , Yes the notification is applicable for standard change as well.

You can check the logs for the notification when it is sent in email logs. 

Addressing your problem of notification not being sent when you configured the change might be because of the weight of the notification that you want to be get triggered, it happens first I thought it was a glitch but when in changed the weights of the notification carefully it was being sent so I will suggest you change the weight of the notification and try again.

If this solution helped you Please Mark this solution as accepted and helpful as it will be helpful for other users as well.
Best Regards.
Saurabh V.

[Bhuvan]

@akhilaanil 

Yes notification is applicable to Standard Change Request also. Few things to check,

1. Check if notification configuration was updated recently. Check 'created' 'created by' 'updated' 'updated by' information and look for any recent changes

2. Check email logs to check if there are any recent notifications triggered for the rule

3. If emails are triggered but user did not receive, check it in spam folder or check with your SMTP team for more information

4. If emails are not triggered, enable logging and check why the conditions did not match the trigger. If email notification filter conditions were modified, see if below helps

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0791182

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Bhuvan]

@akhilaanil 

Did you get a chance to review this as I believe the information provided should answer your question

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[M Iftikhar]

Hi @akhilaanil,

The Change request state change notification applies to Standard Changes as long as:
      - The notification is active
      - The Advanced condition matches the Standard Change’s state transitions
      - Mandatory fields are filled: Who will receive and What it will contain
      - Notification weight/order does not block it

Most often, if it doesn’t trigger, it’s because either the advanced condition isn’t satisfied or recipients/content fields are empty. Make sure the state change matches your advanced condition and the notification has valid recipients.

Thanks & Regards,
Muhammad Iftikhar

If my response helped, please mark it as the accepted solution so others can benefit as well.