Email Notification when comments added by Assignee and end user

[Maloy Banerjee]

Hi All,

I have a requirement where I need to send 2 separate email notifications:

1. When Additional comments is added by the "Assigned to" of the RITM

2. When Additional Comments is added by the "end user" from the Service Portal view.

3. If any 3rd person enters the additional comments no notification must be triggered.

Please suggest how to do it.

Regards,

Maloy

[dvp]

You can do it by using events

Write a business rule on RITM and trigger events based on the user commenting it

[Maloy Banerjee]

Thanks.

Can you please help me with the Business rule?

[Bhavana20]

Hello,

Did you achieve this?

Please help me i have also the similar requirement.

Thanks,

Bhavana

[Saurabh Gupta]

Hi Bhawna,

You can write a on after business rule and create two events "updatedByAssignedTo" and "UpdatedByEndUser".


In the BR condition Additional Comments Changes.

in the advance script 

if(current.sys_updated_by==current.assigned_to.user_name)

//Fire event "updatedByAssignedTo"

else If(current.sys_updated_by==current.opened_by.user_name)
//Fire event "UpdatedByEndUser"

For Event related Docs: Create an event | ServiceNow Docs

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

Regards,
Saurabh