Whatever is written in additional comments user not receiving in email

[Sohini Kar]

So My Client is saying Whatever he is writing in Additional comments (Customer visible) in SC_Task, User is not receiving it via. email.

Now as far as I know, it should be OOB feature where whatever we write in Additional comment should go to user via. Email. I tried to find workflow, email notifications, I couldn't find anything related to this. I even checked the system logs -> Email, and no emails were sent.

Can you please help me what shall I do in this situation

[Tanushree Maiti]

Hi @Sohini Kar 

1. Check if you have  "After Update" Business Rule on the sc_task table that triggers when Additional Comments changes.
2. Check if you have notification which is out directly from the sc_task record on comment add

[Sohini Kar]

I couldn't find any Notification or business rule. Is it possible that there isn't any OOB feature and I will have to create one.

[Tanushree Maiti]

Hi @Sohini Kar 

I guess, it is not OOB. Check Custom BR/notification's (on sc_task)  trigger condition for your requirement.

Refer: 

https://www.servicenow.com/community/itsm-forum/sc-task-additional-comments/m-p/551182

https://www.servicenow.com/community/developer-forum/issue-with-additional-comments-in-req-item/m-p/...

[AlpUtkuM]

That notification gets triggered when Additional Comments is on RITM level not on SCTASK level. (OOB)

You will need to create the custom one most likely.