Trigger a notification when a variable is updated

[edward5]

Out of the box Service-Now does not have a notification generated when someone updates a variable in a request item.   Our technicians have requested that I look into adding this functionality into our instance as we have many workflows where we hold approving until the user has update/corrected an error in the variable.   Often times they do not add a comment and just update the variable, so the technician isn't notified anything has changed.

We currently have a notification configured so when the user makes a comment the relevant information on the item is included along with all of the variables relating to that item (variables are added via a mail script).   The goal would be to either trigger this notification to fire when a variable is changed, or create a separate notification with the same contents and prevent the original from firing if the comments were updated in addition to the variable.

I'm not sure how I would go about doing this as the variables exist in a different table from the request item.   I'm not sure an advanced condition could be used for this in the original notification, or if I'd somehow have to fire an event based on a business rule.

Any thoughts on how I might accomplish this would be appreciated!

[saprem_d]

Hi,

You can create a notification on "sc_item_option_mtom" table on update of record.

[edward5]

That would probably work and I could probably pull the task details from that, but wouldn't that send a notification for each variable updated rather than all of them in one?

[saprem_d]

Hi,

In that case, you can write a business rule on that table to glideRecord parent item, find all variables associated and then trigger an event on update of n number of variables.

[edward5]

Thanks, I hadn't considered that as an option previously.   I'll give this a shot.