How to create a notification that will be triggered when the Requested For added comments on RITM?
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04-18-2025 12:36 PM
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?
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04-18-2025 08:25 PM
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.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader