Unnecessary Notification Triggering for Change Risk Assessessments - Known Error

Unnecessary Notification Triggering for Change Risk Assessessments Description The email notification is triggered by the subflow 'Notify Assessment user' at the time when Risk Assessment is opened (where in theory the user will complete the risk assessment). Customer feels that this is poorly designed, because by the time the email notification is received, this message becomes unnecessary.

- Email notifications are triggered by the subflow "Notify Assessment user" when a Risk Assessment is opened, even though the notification becomes unnecessary by the time it is received. - The issue is linked to the evaluation_method field in change_risk_asmt records, which must be set to "risk_assessment" to prevent the notification from triggering. - The notification "Notify assessment user" appears to have been poorly designed, causing notifications to fire when a risk assessment is opened on a Change request, even if the assessment is completed immediately afterward.

Steps to Reproduce

1. Navigate to a Change Request 2. Save the Change Request 3. Open a risk assessment and complete it 4. Observe that you receive a notification saying you've been assigned an assessment

1. Navigate to a Change Request. 2. Save the Change Request. 3. Open a risk assessment and complete it. 4. Observe that a notification is received indicating assignment of an assessment, corresponding to the "assessment.received" event in the sysevent table.

Workaround In order to rectify the evaluation_method, both steps are recommened:

1) Fix existing records: - Run a script to update the "evaluation_method" field value for all change_risk_asmt records to "risk_assessment":

var gr = new GlideRecord("change_risk_asmt"); gr.query(); while (gr.next()) { gr.setValue("evaluation_method", "risk_assessment"); gr.update(); }

2) Prevent future occurrences: - Import the dictionary override file (sys_dictionary_override_f10718ffb770b210693cfeb0be11a97b.xml) to ensure new change risk assessments use the correct evaluation_method.

or

- Create a dictionary override file manually to modify the default value of "evaluation_method" ( https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/administer/data-dictionary-tables/task/t_DefineADictionaryOverride.html) . The new default value should be "risk_assessment"