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

[Matt102]

Hi,

I have just done similar but for _any_ customer update to the record - obs you could refine furtherby extra logic. As a starter my BR looks like this:

if (current.operation() == 'update' && current.sys_updated_by == current.requested_for.user_name) {
    gs.eventQueue("eventPrefix.updated_by_customer", current, gs.getUserID(), gs.getUserName());
}

After that it's register event in event registry and then set notification to fire off the event.

I found looking at event business rules on the incident table very helpful (search table BRs for *event)

HTH,

Matt

[Sebas Di Loreto]

@Maloy Banerjee @Bhavana20 

I can see this was never mark as resolved and I thought you may benefit from the answer that I wrote on a similar case. First I challenge you to study these two out of the box "elegant" logic:

• incident business rule to move an incident from on hold awaiting calle to in progress when the caller adds an additional comment. It is elegant because the rule only triggers when that caller is "dynamically" ME: /sys_script.do?sys_id=162581e087133200b4ae6c5837cb0b1a
• now apply that logic to this out of the box incident notification: /sysevent_email_action.do?sys_id=e3d6fce487d73200b4ae6c5837cb0b21
  This notification is triggered for the previous situation and goes to the assigned_to and watch list.

Now going to your case, you don't really need the business rule but it was useful to frame your state of mind.

You just need a notification triggered this way ... that is it... very simple.