Notification to be sent to RITM Reference Variable

[Steve Brown1]

Hi Community,

I am very near to completing an End to End Joiner process, however, I am stuck trying to get a Notification to send to a Variable stated on the Request Item once the Request is Closed Complete.

This Notification is to replace the generic Request Closed Notification that is sent for all other Requests as it will contain next-steps information for the Manager.

Currently I have configured:

Create Event Workflow Stage:

Which calls the Event ad.account.created:

Which is set on the Notification:

Table:                                                     sc_req_item

Type:                                                       EMAIL

When to Send

Send when:                                     Event is Fired

Event name:                                   ad.account.created

Weight:                                                 0

Conditions:                                       None listed

Who will receive

Event Parm 1 recipient       TRUE

What will it contain:

Message HTML:                           Generic email

**Also, how do I reference the jml_joiner_manager variable so the manager name is visible?**

The Event is getting added to the Event Log and is getting processed but no emails are coming out of ServiceNow.

Does anyone have any suggestions?

Regards,

Steve

[Community Alums]

First thought: You state "No emails are coming out of ServiceNow." If you are on a development system, you likely have the email functionality turned off. You can check the email queue at System Mailboxes > Outbound > Outbox and Sent to see if the messages are generated.

Apologies if you are already looking here for the emails, but I wanted to be sure to address the easy possibility first.

[Steve Brown1]

Hi Ben,

Apologies, when I say no emails I mean when checking the email logs.   We currently don't fire any email from DEV.

Regards,

Steve

[Community Alums]

Steve,

Have you tried a hardcoded recipient in the Notification to rule out a possible issue determining the manager to receive the email?

Ben

[pabitras]

Hi Steve/Team,

I have a similar requirement to include a variable (user_email) to send notification when RITM closed saying your account has been created as a part of "User Access Management" Catalog Item.

I looked at the steps mentioned by Steve which seems good but how to include a variable from sc_req_item in notification. Please suggest..

Not sure but would like to know that, this process seems to be a bit lengthy wherein we need to have "create event" step in workflow, create event, create notification - all 3 to have this work. Can we achieve it in a more simpler manner, like just having a notification steps in catalog workflow (wherein it's easy to mention/fetch RITM variables) which we can trigger only on "Closed Complete" of RITM.

Please see the below screen shot, need to find a way to wait and trigger this notification only when RITM gets closed complete.

But it gets failed at IF step and stops there. Feel free to share your thoughts and any suggestions are welcome.

Thanks,

Pabitra