Send Email Notification to Assigned to when Additional Comment is added

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Jonathan102
Tera Guru

‎04-03-2025 11:08 AM

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 

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Robert H
Mega Sage

‎04-03-2025 11:57 AM - edited ‎04-03-2025 12:01 PM

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:

RobertH_0-1743706443564.png

 

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

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swapnali ombale
Kilo Sage
In response to Jonathan102

‎04-04-2025 07:16 AM

@Jonathan102 

email script is added to notification i have miss to upload screenshot of that step configure as below in the notification in what it will contain body.

 

swapnaliombale_0-1743776127177.png

 

it will resolved your issue let me know once it is working as per your requirement.

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