How to Send Email notifications when Change Task is inserted and Assigned to a user

[humblecommitted]

Hello Everyone,

I wanted to ask the community how to send out notifications when a change task has been assigned to a user.

Please let me know.

[jbauguess]

There are two main ways to do this:

1. Create a notification record on the change_task table that triggers when the assigned to changes and isn't empty.

2. Create a business rule on the change_task table that triggers an event when the assigned to changes and isn't empty, and create a notification that triggers on that event.

I prefer option 2, because I unit test my events (well, I unit test the script include that I use in my business rule and also ensure the event itself fired).   Option 1 is a lot easier to implement at first.

You can find a lot more detailed information here: Email Notifications - ServiceNow Wiki

[humblecommitted]

Hello Justin,

I am trying the first method since it seemed like it would be the quickest solution.   However, it does not seem to work. Screen Shots provided below:

I have tried setting the send when to Record inserted or updated, and fired on event.

but nothing gets sent out or logged in the event logs:

Any recommendations?

For the Business Rule, do you have an example code to query this table update to create the event log item?

Thanks in advanced.

[Chuck Tomasi]

Thanks for the screen shots. Very helpful, albeit somewhat confusing. If you select "Record is inserted or update", then the event name should not be present. The two are mutually exclusive. Similarly, if you select Event is fired, then insert/update disappear.

Your condition looks good. If you're not using the event method, then you are not likely to see an event triggered. Check the System Mailboxes (particularly Outbox, and Sent.) You can also try the "Preview Notification" button to run a sample test to see if/when/how it will be sent. This is useful for debugging also.

[humblecommitted]

Hello everyone,

I am trying the following step #2 suggested from Justin:

Created the Business Rule with the following code

var myUserObject = gs.getUser();
   if (gs.nil(current.assigned_to)){   //we are checking if the work_start is empty or not   
   gs.eventQueue("change.task.not.assigned", current, gs.work_start(), myUserObject.getDisplayName());       
   } else {           
   gs.eventQueue("change.task.assigned", current, gs.work_start(), myUserObject.getDisplayName());       
   }

Created an event name in the registry

Created the notification for the event item

also tried to set the "send when" to "Record inserted or updated"

and I noticed when I try to check mark "event parm 2 contains recipient" it doesnt stay saved:

When I try creating a change task, it creates the event but doesnt send an email to who the change task is assigned to:

The assigned to person has an associated email address on their sys_user table.

Any help would greatly be appreciated.