The notifications sent to Internal users of the system (Assignee, Internal Watch List) have been updated with more sophisticated logic. Each notification that is triggered will only have the communication that was entered into the ticket at the time of save.

For example:

  • If an Internal Note was entered, only the text from the Internal Note field will be sent with the notification.
  • If only a Client Communication was updated, only the text from the Client Communication will be sent with the notification.
  • If both Internal Note and Client Communication are entered, both pieces of text will be sent in one notification.

These tickets are fabricated and therefore links to ServiceNow will not lead directly to the ticket. Test and production copies of notifications in ServiceNow will send active links to real ticket data.