Email template sc_req_item.itil using incorrect reference to commentsDescription<!-- div.margin { padding: 10px 40px 40px 30px; } table.tocTable { border: 1px solid; border-color: #e0e0e0; background-color: #fff; } .title { color: #d1232b; font-weight: normal; font-size: 28px; } h1 { color: #d1232b; font-weight: normal; font-size: 21px; margin-bottom: 5px; border-bottom-width: 2px; border-bottom-style: solid; border-bottom-color: #cccccc; } h2 { color: #646464; font-weight: bold; font-size: 18px; } h3 { color: #000000; font-weight: bold; font-size: 16px; } h4 { color: #666666; font-weight: bold; font-size: 15px; } h5 { color: #000000; font-weight: bold; font-size: 13px; } h6 { color: #000000; font-weight: bold; font-size:14px; } ul, ol { margin-left: 0; list-style-position: outside; } --> Any email notification, which uses sc_req_item.itil email template will not display the comments. Release or EnvironmentAll releases till New YorkCauseThis is happening, because in OOB sc_req_item.itil email template, comments are denoted by ${u_comments_and_work_notes} in the email body.ResolutionThe comments in the email template can be modified to ${comments_and_work_notes} and used. Same has been fixed in New York release.