Whatever is written in additional comments user not receiving in email
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06-19-2026 02:57 AM
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
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06-19-2026 03:08 AM
Hi @Sohini Kar
- Check if you have "After Update" Business Rule on the sc_task table that triggers when Additional Comments changes.
- Check if you have notification which is out directly from the sc_task record on comment add
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06-22-2026 12:22 AM
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.
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06-22-2026 12:36 AM
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
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06-22-2026 10:00 AM
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.
