Adding Ticket number and short description to Survey email notification.

[chrisk4]

Hi everyone, this may be really simple (I'm hoping it is)

I'm redesigning our email that goes out for surveys to our users.

I'm trying to include the relevant ticket number (INC ref) and the Short Description of the ticket the survey relates to but I'm having issues. So it should look something like INC012345 - Unable to open convert files to PDF.

When I use the ${number} and ${short_description} this just brings up the AINST number relating to the survey and no short description. AINST0010057 - [blank]

I've attempted to use ${trigger_id} as that appears to be what the AINST uses to refernce the incident but that brings up nothing.

Hopefully someone else has come across this or has another way of getting the relating incident information from the original ticket for the survey.

Below is what I have currently.

[Mark Roethof]

Hi there,

Number showing the AINST* number is logical. Because the notification is based on this record, not on a Incident.

You could use the task_id field or trigger_id field, if one of these is filled.

If the task_id field: this is a reference field. So you could just dotwalk on this one.

If the trigger_id field: This is a document id field, so I think you should use this in combination with a mail_script, to do a gliderecord query. Table to query will be trigger_table, and sys_id of the record to query would be trigger_id.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[chrisk4]

Hi mark and @jeffCsn, thanks for the replies.

Sadly the trigger ID didn't work. As mentoined above I have already tried this and it just returned a blank result.

I've looked in to the tables and there isn't a trigger_table as such there are several trigger tables but when I've looked in to them there isn't anything that really stands out.

I've also tried mimicking what was in another post ${trigger_id.number}, ${trigger_id.URI_REF} and ${trigger_id.short_description} and none of these returned a value either.

[TP10]

I'm also having the same issue. Did this get resolved, If so can you provide me with the solution and steps. 

Thanks in advance

[Jeff Currier]

There are a few posts out there like this.  One suggests using {task_id} not {number}

Here are links to two others:

https://community.servicenow.com/community?id=community_question&sys_id=642b07eddb5cdbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=1bc00f65db98dbc01dcaf3231f96...