How to create a notification that will be triggered when the Requested For added comments on RITM?

[Irene M]

Hi everyone,

I need help with the configuration I'm currently working.

I need to create a notification that will be triggered ONLY IF the REQUESTED FOR user of the RITM ticket added an additional comment from the portal.

As you can see in the screenshot below,  Jude Haza is the Requested For user of the RITM ticket. He added an additional comment on the RITM via portal. Now, we need an email notification that will be sent to the Assignment Group assigned to the RITM so that they will be able to read the Additional Comment added by user.

This is the notification I created but it's not working and I'm not sure why. Can someone please help me why this isn't working?

[Ankur Bawiskar]

@Irene M 

I believe that 2nd condition won't work in notification

Try this

1) have after update BR on RITM table condition as this

Comments Changes AND current.sys_updated_by == current.requested_for.user_name

Script:

// trigger event and link that event with your notification

If my response helped please mark it correct and close the thread so that it benefits future readers.