Send Email Notification to Assigned to when Additional Comment is added

[Jonathan102]

Hi,

I am trying to create an email notification to be sent to the Assigned to of a SCTASK when an end user/opened by adds a new comment through the service portal.  The issue we are facing is when a user adds a comment to the ticket (RITM) in the portal, we don't know unless we continually open the ticket and look.

Thanks,

Jonathan 

[Shivalika]

Hello @Jonathan102 

You can create an email notification on sctask table 

With below 👇 conditions - 

REQUESTitem.Additional Comments Changes 

In the recipient add Assigned to 

Add whatever you want in subject and body. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Jonathan102]

Thank you for the suggestion but this doesn't work, I've already tried it.  If the comment is added directly on the RITM, it works.  However, if it's made on the RITM through the Service Portal (under my tickets) it does not trigger the email.  It has something to do with the sys_journal table/field and thats what I am trying to figure out.

Thank you,

Jonathan 

[Shivalika]

Hello @Jonathan102 

Did you add another condition that updated by caller ? So that it can be identified who exactly posted a comment. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Robert H · Accepted solution]

Hello @Jonathan102 ,

Here is solution that will not only trigger a notification but also copy the user's comment to the Work notes of the SCTASK itself for better visibility.

Create a new Business Rule configured like this:

Put the following code into Advanced > Script, or adjust as desired.

(function executeRule(current, previous /*null when async*/ ) {

    var grTasks = new GlideRecord('sc_task');
    grTasks.addQuery('request_item', current.getUniqueValue());
    grTasks.query();
    while (grTasks.next()) {
        grTasks.work_notes = 'Comment added to RITM: ' + current.comments.getJournalEntry(1);
        grTasks.update();
    }

})(current, previous);

This will trigger the OOTB "Catalog task worknoted" Notfications to the task Assignee or Assignment group.

I verified that this works fine in Service Portal.

Regards,

Robert