How do I script an email notification to send when specific users comment on a RITM?

[Xavier_Wharton]

Problem: 

I enabled a notification record to be triggered when comments are entered on a RITM.

All notifications are sent to the Service Desk assignment group; however, I want to help reduce the number of notifications that are sent by creating a script to do the following:

• Only send email notifications when comments are entered/added by:
  • Event creator > Opened By field
  • The person listed on the Requested By field
  • Any person listed on the Watch List
• And I DO NOT want any messages to be sent to the Service Desk if a comment is left by a fulfiller (person with an ITIL role)

Below are screenshots of what I have done so far. Thank you in advance for helping me with any scripting; this is not my strong suit. . . yet.

 

When to send This is where I need the most assistance, particularly with the script based on what I want to achieve.

Who will receive

[Sid_Takali]

Hi @Xavier_Wharton  Write below script into Advanced Condition field 

if ((current.comments.changes()) && (current.sys_updated_by == current.opened_by || current.sys_updated_by == current.requested_by || current.sys_updated_by == watch_list)) {
    answer = true;
}

Refer below Screenshot 

Please make my answer Correct/Helpful

Regards,

Siddharam

[Xavier_Wharton]

@Sid_Takali 

I tried the script that you suggested, and the result was that no emails were sent to the Service Desk assignment group. 
When I remove the code emails are sent, however, there is no filter for comments left by fulfillers.
I even tried modifying the script to include the following and encountered the same result:

if (current.comments.changes() && 
    (current.sys_updated_by == current.opened_by || 
     current.sys_updated_by == current.requested_by || 
     watch_list.includes(current.sys_updated_by))) {
    answer = true;
} else {
    answer = false;

I also tried the following combinations of the conditions plus the advanced conditions:

Combinations

Event Name: sc_req_item.commented.itil + Code referenced above as well as the code snippet that you provided to me

Event name: sc_req_item.commented + Code referenced above as well as the code snippet that you provided to me

[Xavier_Wharton]

Thank you @Sid_Takali I will test it out ASAP and mark as "Accept as Solution" once confirmed. 

By chance can you offer any tips on improving my scripting skills? There's so much that I want to do in the platform, but I get stuck on scripting. 

[Sid_Takali]

Hi @Xavier_Wharton I would suggest you to complete the following "Scripting in ServiceNow Fundamentals" course from Now Learning. 

https://learning.servicenow.com/lxp/en?id=learning_course_prev&course_id=e728f68cdb5eff40de3cdb85ca9... 

Also try to complete lessons 1 – 14 of CodeCademy's JavaScript Fundamentals course.

And also try to learn from Chuck Tomasi 

https://www.youtube.com/watch?v=62Nabpb94Jw&list=PL3rNcyAiDYK2_87aRvXEmAyD8M9DARVGK 

I'm sure this will help you to write any script in ServiceNow.

Please make my answer Correct/Helpful

Regards,

Siddharam