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

Luke Dibben1
Kilo Contributor

‎07-14-2016 11:49 PM

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

0 Helpfuls
  • 2,662 Views
16 REPLIES 16

zica
Giga Guru
In response to Luke Dibben1

‎07-22-2016 01:17 AM

Luke,



Luke I think we have to step back a little bit... The screenshots you pasted is a little difficult to read because of its small size.


Here are the steps you should have and just need to be put in right place. I ve noticed that you have set up an event but the event in itself is not put under a notification.


That is why when the business rule is triggered and come to your gs.eventqueue, it does not know which notification should be sent.



Please open your notification email.


at the bottom of your page, You should have a related links "advanced view". Click on it. Please find the screenshot below   :


Capture d



Now you should have an additional field "send when". Choose "event fired" in the dropdown list. Then choose the appropriate event name in the "event name" field.


in your case, it should be requested.commented.


Capture d



Note : Change back the condition in your notification like it was before, meaning "additional comments changes". I am sorry for this one.



Give a try now, I believe it should be ok now


0 Helpfuls

Luke Dibben1
Kilo Contributor

‎07-27-2016 12:32 AM

Had a go at that but it seems to me that the problem isnt that it rule is not firing (If I hard code my own email address as the recipient, it is triggered and send fine. I believe the problem is that it is unable to find the sc_task.assigned_to value. When I had a look to see what Parm1 and Parm2 were both passing my account name, not the sc_task.assigned_to. Also I should point out that I am trying to get a notification sent to the sc_task.assigned_to when changes are made on the sc_request.commented. I am not concerned with the   or using Work Notes and Additional comments on the RITM.



To summarise:


I want a notification to be sent to the TASK Assigned To after an entry has been added to the REQUEST Additional Comments.



I hope this clears things up!



Cheers,



Luke


0 Helpfuls