How to setup a notification for the Task Assigned To from a change on the Request?

[Luke Dibben1]

Hi all,

How would I set up the Service Catalog such that when a user adds a comment to Additional Comments (On the Request), an email notification is sent to the Assigned To (On the Task)?

Regards,

Luke

[Pradeep Sharma]

Hi Luke,

You can achieve this req with help of events. Create a BR on request table which will be condition based i.e additional comment changes to trigger the event. In the script section you can GlideRecord "sc_task" table to fetch the assigned_to user and pass this as parameter in gs.eventQueue.

More info here.

The next step will be to create notification based on the event created.

Event Registry - ServiceNow Wiki

http://wiki.servicenow.com/index.php?title=Events_and_Email_Notification

[Ashutosh Munot1]

For reference you can check a event and notification configured on Incident table.

Name is incident.commented.

Just have a look if any problem get back here will help you out

[Luke Dibben1]

Hi Pradeep,

Could you help me with the GlideRecord aspect as I am unfamiliar with this.

Regards,

Luke

[Ashutosh Munot1]

It will look like,

var notify = new GlideRecord('sc_task');

//add your query as per requirement

notify.query();

if(notify.hasNext())

{

if(//check if comments changes or not)

{

var gr = current.assigned_to;

}

}

gs.eventQueue('Event Name',current,gr);

//Note : this is just a guideline...not exact code...