Email notifications for work notes

[Chris Petrone]

I am wondering if anyone has a solution for this rather small issue I am encountering.

We have an email notification setup to notify the assigned to user if a catalog task has had a work note added.

The email notification is using ${work_notes} to display the work note in the body of the email.

The problem we are facing is if more than 1 work note that comes in very quickly at the same time (say 3 work notes all get placed within seconds of each other), the system sends out 3 emails for the work notes, however, because it can't send the emails out quick enough, it only pulls whatever the last work note it sees on the record, making it look like the assigned to user is getting duplicate emails for the same work note.

Wondering if there is somewhere that I can limit how many emails get sent out if this happens, or somehow state in the email notification to only send out if the last work note was more than 1 minute ago.

Thanks for looking.

[AshishKM]

Hi @Chris Petrone ,

Its highly unlikely that multiple users are updating the INC's work notes so quickly, and email notification can't read the latest work note on which it was actually trigger. 

As a workaround, you can apply few second delay in email trigger condition ( however not recommended ) to test if that solve the current issue.

-Thanks,

AshishKM

[Chris Petrone]

Hi @AshishKM ,

Yes you are right, it is not actually users who are updating the work notes this quickly, but we have an integration with another ServiceNow instance using SN remote spoke, and this integration allows us to send/create a task to this other instance and communicate back and forth. All the remote instances task updates get sent over as work notes to our task, so when a remote user work notes on said task, or state is changed, and various other things, they all get work noted on our task to inform the assigned to user what is happening on the other end.

[Luiz Lucena]

Hi @Chris Petrone 

Please confirm few things.

The conditions, when to send, like this:

And also, are you using a template or mail script in your notification?
Does your ${work_notes} picks up the last 3 comments when sending the notification?
See ours:

Maybe you will have to create a script to handle that and include only the last three comments and maybe modify the trigger condition. In the script, probably you will need to use regular expression to validate the comments before sending to avoid duplicates.