Send notification to Agent whenever a new comment is added

[sivaiah]

Send notification to Agent whenever a new comment is added.

[Prashant16]

Hi Siva,

You can check below community post for this:

https://community.servicenow.com/community?id=community_question&sys_id=a581cf29db98dbc01dcaf3231f96...

Thanks,

Prashant

[Prashant16]

Hi Siva,

You can put condition "Work note [changes]" on the notification record and try. if you don't want to trigger email when Assignee is commenting then you can exclude it by adding one more condition i.e. Updated by [is different] Assigned to.

Thanks,

Prashant

[LGarcia2]

Thank you for this! Updated by is the one i needed to fix the email duplication.  

[Prashant16 · Accepted solution]

If you want to trigger it for additional comment you can add Addition comment [Changes] in the conditions as shown below and add your agent group or field of the agent in "who will receive" section.

Please mark my answer as correct/helpful if it resolves your issue.

Thanks,

Prashant