Task Update Notifications

[dsmit]

I know that there is a way to set up the system to notify the technicians everytime an update takes place within a task/incident assigned to them. I would like to make sure that this is taking place within our environment.

I believe that this is a business rule and I am just trying to figure out which one it is. Any help would be greatly appreciated here!!!

[dsmit]

My question is how does that relate to a task being updated and not an incident? Do I have to create a new one or will the incident.updated event name also work for tasks?

Also in the example on the Wiki, one of the conditions that is selected is Updated is true yet Updated is not even a keyword to be selected.

[dsmit]

so i see a business rule called sc_task_events and the table is sc_task table:

Here is the condition: !current.work_start.nil()

Here is the script:
if (current.operation() != 'insert' && current.comments.changes()) {
gs.eventQueue("sc_task.commented", current, gs.getUserID(), gs.getUserName());
}

if (current.operation() != 'insert' && current.work_notes.changes()) {
gs.eventQueue("sc_task.worknoted", current, gs.getUserID(), gs.getUserName());
}

if (current.operation() == 'update') {
gs.eventQueue("sc_task.updated", current, gs.getUserID(), gs.getUserName());
}

if (current.state.changes() ) {
gs.eventQueue("sc_task.state.changed", current, current.state, previous.state);
}

if (current.assigned_to.changes() || current.work_start.changes()) {
gs.eventQueue("sc_task.assigned.to.user", current, current.assigned_to.getDisplayValue() , previous.assigned_to.getDisplayValue());
}

if (current.assignment_group.changes() || current.work_start.changes()) {
gs.eventQueue("sc_task.assigned.to.group", current, current.assignment_group.getDisplayValue() , previous.assignment_group.getDisplayValue());
}

Does this look like what I should be focusing my attention on?

[dsmit]

I think that this is what I should see within my production environment, this script was pulled from my Dev environment and may have possibly answered my own question here but will await some expert opinions!

[dsmit]

anyone else have any ideas?

[russell_gabriel]

I ran into a similar case today. I want notifications sent to the assignment group/user for service catalog tasks. I made a copy of the existing business rule for sc_task_events and deactivated it. I then went to the original sc_task_events (that is active) and removed the condition for "!current.work_start.nil()". I am now sending notifications to the groups/users when a service catalog task is assigned.

Hope that helps.