Sending Notifications Only to Newly Added Users in "Additional Assignee List" for Change Requests

[ielmadani]

Hi everyone,

I need help configuring a notification in ServiceNow to notify only the newly added users in the Additional Assignee List for Change Requests. Here’s what I’m trying to achieve and what I’ve already tried:

Objective:

• When: A Change Request is created or updated, and the Additional Assignee List is modified.
• Who: Send notifications only to the newly added users in the Additional Assignee List.
• Exclude: Previously added users should not receive the notification again.

What I’ve Tried:

1. Notification Configuration:

• Set "Send When" to Record inserted or updated and checked both Insert and Update.
• Set the Condition to Additional Assignee List changes.
• Configured "Who will receive" as Additional Assignee List.

Problem: This sends notifications to all users in the field, including those already present.

2. Advanced Condition in Notification:

• Used the following script to detect newly added users:

if (current.isUpdatedField('additional_assignee_list')) {
    var oldAssignees = previous.getValue('additional_assignee_list') || '';
    var newAssignees = current.getValue('additional_assignee_list') || '';
    var oldAssigneeArray = oldAssignees.split(',');
    var newAssigneeArray = newAssignees.split(',');

    for (var i = 0; i < newAssigneeArray.length; i++) {
        if (oldAssigneeArray.indexOf(newAssigneeArray[i]) === -1) {
            return true; // Trigger notification for new users
        }
    }
}
return false;

Problem: ServiceNow’s Advanced Condition field does not support return or complex logic, causing parse errors.

3. Business Rule with Events:

• Created a Business Rule to compare current and previous values of the Additional Assignee List, identify newly added users, and fire an event:

if (current.isUpdatedField('additional_assignee_list')) {
    var oldAssignees = previous.getValue('additional_assignee_list') || '';
    var newAssignees = current.getValue('additional_assignee_list') || '';
    var oldAssigneeArray = oldAssignees.split(',');
    var newAssigneeArray = newAssignees.split(',');
    var addedUsers = [];

    for (var i = 0; i < newAssigneeArray.length; i++) {
        if (oldAssigneeArray.indexOf(newAssigneeArray[i]) === -1) {
            addedUsers.push(newAssigneeArray[i]);
        }
    }

    if (addedUsers.length > 0) {
        gs.eventQueue('notify.new_assignees', current, addedUsers.join(','), null);
    }
}

• Created a Notification triggered by the notify.new_assignees event with Event Parm 1 contains recipient.Problem: While the event works correctly and Parm 1 contains the correct sys_ids of the new users, no notifications are sent.

4. Filter Condition on Notification:

• Tried setting the Condition to Additional Assignee List changes, but this still sends the notification to all users in the field, not just the new ones.

How can I configure ServiceNow to send notifications only to newly added users in the Additional Assignee List, either using native features or a reliable script-based approach?

I’m doing my best to work through this, but as I’m not a developer, scripting is a bit outside my comfort zone. I’d appreciate any suggestions or examples that could help me get this working! 

Thank you in advance for your support!

[Ankur Bawiskar]

@ielmadani 

this approach won't work

Do these changes

1) in notification remove Who will receive" as Additional Assignee List.

2) then create an after update business rule on change_Request, condition as Additional Assignee changes

3) create event on change_request table

4) notification on change_request table and triggered when event is fired

a) Event parm1 contains recipient

Use this BR script

Updated with the correct field name

(function executeRule(current, previous /*null when async*/ ) {
    var oldwatch_list = [];
    var newwatch_list = [];
    var emailTo = [];

    if (previous.additional_assignee_list)
        oldwatch_list = previous.additional_assignee_list.split(',');

    if (current.additional_assignee_list)
        newwatch_list = current.additional_assignee_list.split(',');

    if (oldwatch_list.length == 0)
        emailTo = newwatch_list;
    else {
        for (var i = 0; i < newwatch_list.length; i++) {
            if (oldwatch_list.indexOf(newwatch_list[i]) < 0)
                emailTo.push(newwatch_list[i]);
        }
    }

    gs.eventQueue('notify.new_assignees', current, emailTo);
	
})(current, previous);

If my response helped please mark it correct and close the thread so that it benefits future readers.

[ielmadani]

Hello @Ankur Bawiskar ,

Unfortunately, this doesn't resolve the issue. From the logs, I can confirm that the event was triggered successfully, but no notification was sent.

[Ankur Bawiskar]

@ielmadani 

did you see recipients were set correctly?

Was the event processed?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[ielmadani]

@Ankur Bawiskar 

Yes, the event was processed and recipients are set correctly