Service Request Communicaion with End User

[Aryan]

Hi All,

We would like to ensure proper end‑user communication for ticket updates. Currently, when we add additional comments on the SC Task, no notifications are triggered to the end user.

Additionally, when an Admin user adds comments on the RITM, the out‑of‑the‑box notification is not triggered. The notification is triggered only when comments are added by an ITIL user, which appears to be expected OOTB behavior.

Could you please confirm the correct out‑of‑the‑box approach for communicating updates to end users?

Also, the client prefers not to open the RITM form only for communication purposes, as the team primarily works on SC Tasks throughout the lifecycle of the request.

[Mark Manders]

sc_tasks are meant to support in resolving the customer visible RITM. They are not visible for end users, so no notifications are send from there. Copy the comments from task to ritm and trigger them from there.

On my OOB Australia instance, it doesn't matter who sets the comments, the OOB notification is triggered. Check if it could be an issue with 'send to event creator' or something like that. 

If all is handled through tasks and not on the ritm, then you should have a good sync between them.