Notifications for Additional Comments Added After Closure

[TStark]

Can anyone provide any insight on how to create a notification that will trigger when Addition Comments are added for a both active and inactive RITM? I have not problems with notifications in general. The part I'm having an issue with is to trigger this notification when the RITM is closed. I've tried the obvious conditions "Active is true or Active is false" but no luck. Just to outline my need:

- The table I'm using is Request Item [sc_req_item]

- When to Send: Event is fired, I've also tried Record inserted or updated with Updated checked.
- Event name: sc_req_item.commented
- Conditions: I've tried, 1. "Active is true or Active is false", 2. Additional Comments changes, 3. No conditions
- This notification is for the Assigned To to receive the notification when the the requestor adds comments.

Thanks in advance,

AJ

[Yousaf]

Hi AJ,
Did you try to use state field in your condition instead of Active use State.

Mark Correct and Helpful if it helps. 

[Priyanka_786]

Hi,

I think you can try with state field where below values are available in OOB. When RITM completed with any of the below states , active flag get disabled. So you can use state field as per your need.

1. Closed Complete

2.Closed Incomplete

3.Closed skipped

Please mark correct/helpful if it helps you.

Regards,

Priyanka

[TStark]

Thank Yousaf and Priyanka, but I've tried using the State field as well and they didn't work. I think the issues resides in the Event name: sc_req_item.commented business rule. I just don't know how to modify the code to trigger for both In Progress and Closed Complete RITMs.

Any insight would be much appreciated.

Thanks,
AJ

[Yousaf]

Can you send that business rule/script?  I cannot find OOB BR or Event