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. 

[Vaibhav Chouhan]

Out of the box in ServiceNow, end user notifications for catalog requests are primarily driven from the Requested Item RITM and not from the SC Task. This is why you are seeing the behavior where additional comments on the SC Task do not notify the end user.

Also, the behavior where notifications trigger only when comments are added by an ITIL user is expected. Most OOTB notifications use conditions like Updated by is not System or Updated by is not Requestor, and sometimes rely on roles like itil to control when notifications are sent.

There are two common ways to handle this:

Whenever additional comments are added on the SC Task, copy them to the parent RITM additional comments. This will trigger the existing OOTB notifications on the RITM.

Here is a community article that has the implemention of this way - Solved: sc_task Additional Comments - ServiceNow Community

or, Trigger a notification directly from SC Task when additional comments are added and send it to the Requested For user from the parent RITM.

[Mark Manders]

Triggering a notification from sc_task can be done, but if the end user replies, the update won't be added to the ticket, because they don't have access to it.