Notify requestor that attachment is attached in requested item

[Samiksha2]

Hi All,

I have a requirement to send notification to Requested for and watch list with attachment when attachment is added in the Requested item.

I created a mail script(to add latest attachment in the notification) and added that in the notification when additional comments changes. I asked client to add additional noted when they added attachment. but they are not agreed with this. They didn't agree with this.

Please help in this.

Thanks,

Samiksha

[Peter Bodelier]

Good luck @Samiksha2. At least you now have a way to add comments and thus trigger a notification without the client needing to manually add comments as well.

You could consider providing a hyperlink to the attachment in the comments. That way they, still wouldn't have the attachment, or would have all attachments, dependent on your approach, but they could download the attachment directly (when they are logged in to ServiceNow of course).

[Samiksha2]

Yes @Peter Bodelier .
Actually, client has their own clients and they are not giving access to servicenow for them. They are creating requests through email. We are adding external emails in watch list in the Inbound action itself so that they can get the notification on any changes in the RITM.  I am not sure if they will be ready for this approach.

[Ankur Bawiskar]

@Samiksha2 

I don't think this is a valid business requirement.

Everytime whenever attachment is added an email will be sent out which will lead to lots of emails to that user.

Why Requested for wants email when they can see the RITM on portal ticket page and it will show them files attached as well there itself?

[Samiksha2]

Hi @Ankur Bawiskar ,

They are saying we do not want user to open portal to see the activity.

[Ankur Bawiskar]

@Samiksha2 

you should have after insert BR on sys_attachment and then event, notification on RITM table

condition: current.table_name == 'sc_req_item'

In the BR script query the RITM record and trigger the event and ensure Include attachment checkbox is true on RITM notification.