How to send the notification using "Additional comments" contains text condition.

[Ram156]

Hi All,

We were sending notifications to users when the agent add the comment on a specific SCTask but since comments from RITM were also copied onto the SCTask we don't want to send a notification on it. so for that, we need to check some keywords in the comment if those keywords are present then they should not trigger the Notification. But when I was trying to do it with the advance script condition it is not returning anything for the comments(Additional comments) field. We also do not want to disable that business rule which synced that comment. 

I also found some journal entry-related stuff but it is not an ideal solution as we want. Please reply if you have any idea related to it. that would be a great help. Thank You!

[dmathur09]

Hi Ram,

Can to change line 2 to if(current.comments.toString().indexOf("Update from Requested Item") > -1

Let me know if that helps.

Regards,

Deepankar

[Ram156 · Accepted solution]

Hi Deepankar,

Thanks for the reply.

The issue is solved by

var NComment = current.comments.getJournalEntry(1);