Issue firing Events/Notifications based on the Task table from Workflow/Business Rule

Lavanya D · ‎05-26-2020

Hi all,

I have a requirement to send a OOB Task level Notification for an external (user outside of servicenow) email id, I have created a branch activity and kept catalog task as well as Run script in workflow to handle in parallel , so first as soon as task gets created the run script to call the event "sc_task.assigned.to.group" and sends notification to "abc@gmail.com".

But only the event log is created, email is not sent for the above. I even tried to trigger event by creating "Create Event" in workflow but this is also just creating a event log , email is not sent.

So I tried the same even with Business rule, but still only the event log is created email is not sent or ignored.

Note: I checked even the event parameters in the corresponding notification and tried, then too not working.

Any assistance would be greatly appreciated.

Thanks

Lavanya

Lavanya D · ‎05-27-2020

Please find the Notification attachment,

DirkRedeker · ‎05-28-2020

Hi

I guess, I have got your trouble:

Your script looks like in the screenshot below:

Parameters of the "evetQueue()" function

1) name of the Event => Your script fires "sc_task_assigned.to.group" but your Notification is triggering on "sc_task.assigned.to.user". That means, your Notification will not trigger at all.

2) this is the GlideRecord object for the table/record, that your Notification should run on => OK

3) this is what is called "parm1", which you filled with the "sys_id" of the sc_task => NOT OK, because in your Notification, you selected, that "parm1" will have "Recipient". Deselect this for Parm1

4) this is what is called "parm2", which you filled with the email-address "Recipient". you selected this in the Notification correctly.

Make that change for the Event as described above, and try again.

Let me know, if that works for you and mark my answer as correct and helpful, please.

Enjoy & BR

Dirk