Mobile Push Notification not triggering when using "Additional comments changes" condition

[RaasheedRaS]

Hi All,

I am currently working on a story to implement mobile push notifications for P1/P2 Incidents.

Requirements
Table: Incident

Send When:

-Additional comments changes
-Priority is P1 or P2
-Any insert or update
-Updated by is not the same as Caller or Opened By
Recipients:

Global MIM group members 
Service Offering subscribers
Message:

Major Incident : Your incident <number> has been created/updated.

Current Implementation
I have:

Created the Push Notification and Push Message Content.
Created a custom Event.
Created an After Business Rule to trigger the Event.
Implemented recipient determination using Service Offering subscribers and Global MIM members.
Verified that the Event is generated and processed successfully.
Issue
When I keep the "Additional comments changes" condition as part of the trigger logic, the mobile push notification is not received.

However, if I remove the Additional comments changes condition and test with the other conditions (P1/P2, insert/update, updated by validations), the mobile push notification is received successfully in the Now Mobile app, usually after a delay of 1-2 minutes.

Questions
-Has anyone experienced issues with using current.comments.changes() or "Additional comments changes" as a trigger condition for mobile push notifications?
--Is there a recommended approach for handling Incident creation and Additional Comments updates in the same Business Rule/Event-driven notification design?
Are there any known limitations or best practices related to mobile push notifications when triggering on journal fields such as Additional Comments?

Any suggestions or guidance would be greatly appreciated.

Thanks in advance!

[HarishKumar6668]

Hi @RaasheedRaS ,

Is the Business Rule configured as an Async Business Rule? If so, the changes() method will not work as expected with an asynchronous Business Rule.

Also, instead of generating a custom event through the Business Rule and then triggering the notification, could you try using the same conditions directly in the Push Notification? 

If you find this information useful, please mark it as Helpful and Accept the Solution.

Regards,
Harish

[RaasheedRaS]

Hi @HarishKumar6668 ,

The Business Rule is configured as an After Business Rule and is not running asynchronously. I identified a minor issue in the Business Rule script and made the necessary changes. Additionally, I moved some of the conditions from the script to the Business Rule filter conditions for better handling.

The functionality is now working as expected.

Thank you for your valuable input and assistance. I greatly appreciate your time, guidance, and support.

Regards,
Raasheed Rabbani