Approval Email Display RITM Ticket Variables - Following Catalog Item UI Policies and scripts

[SM123]

Hello,

I'm here after following the ticket Solved: Approval Email Display RITM Ticket Variables - Fol... - ServiceNow Community 

1. But this script is not following the UI catalog policies to display what the user had submitted within the ESC to display email variables. I think it's showing whatever variable is not empty during the submission of the catalog form. for example, if variable "A" of checkbox type is not checked still the value is showing "A: false " in the approval email.

2. Not displaying label type variables. Not displaying a file which is attached in the attachment variable.

Could anyone please help in figuring out the solution for the above issues.

email script used:

(function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template,
    /* Optional EmailOutbound */
    email, /* Optional GlideRecord */ email_action,
    /* Optional GlideRecord */
    event) {
	var item_sys_id;
	var tableName = current.getTableName();		
	if(tableName == 'sysapproval_approver'){
		item_sys_id = current.sysapproval;		
	} else if (tableName == 'sc_task'){
		item_sys_id = current.request_item.sys_id;
	} else if(tableName == 'sc_req_item'){
		item_sys_id = current.sys_id; 
	} else{
		item_sys_id ='';
	}
	//gs.log("SYS ID : "+item_sys_id);
    var item = new GlideRecord("sc_req_item");
    item.addQuery("sys_id", item_sys_id);
    item.query();
    while (item.next()) {
        template.print("<div style='font-size:12pt;font-family:Arial, Helvetica, sans-serif;'><span><b>Options</b>:</span><br />");
        var keys = [];
        var set = new GlideappVariablePoolQuestionSet();
        set.setRequestID(item.sys_id);
        set.load();
        var vs = set.getFlatQuestions();
        for (var i = 0; i < vs.size(); i++) {
            if (vs.get(i).getLabel() != '') { //This displays all of the variables (answered/unanswered)
                      
                var val = vs.get(i).getDisplayValue();
                if (val != '') {
					template.space(4);
                    template.print(vs.get(i).getLabel() + " : " + val + "<br />");
                }
              }
        }
        template.print("</div>");
    }
    // Add your code here
})(current, template, email, email_action, event);

[Ankur Bawiskar · Accepted solution]

@SM123 

really difficult to determine in email script whether variable was hidden on form during catalog submission

So it's not possible

Doesn't make sense in showing Label type variable as it doesn't hold information

Doesn't logically fit to show the attachment variable info in email

You can enhance the script to show only non empty variables and checkbox with true value

(function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template,
    /* Optional EmailOutbound */
    email, /* Optional GlideRecord */ email_action,
    /* Optional GlideRecord */
    event) {
	var item_sys_id;
	var tableName = current.getTableName();		
	if(tableName == 'sysapproval_approver'){
		item_sys_id = current.sysapproval;		
	} else if (tableName == 'sc_task'){
		item_sys_id = current.request_item.sys_id;
	} else if(tableName == 'sc_req_item'){
		item_sys_id = current.sys_id; 
	} else{
		item_sys_id ='';
	}
	//gs.log("SYS ID : "+item_sys_id);
    var item = new GlideRecord("sc_req_item");
    item.addQuery("sys_id", item_sys_id);
    item.query();
    while (item.next()) {
        template.print("<div style='font-size:12pt;font-family:Arial, Helvetica, sans-serif;'><span><b>Options</b>:</span><br />");
        var keys = [];
        var set = new GlideappVariablePoolQuestionSet();
        set.setRequestID(item.sys_id);
        set.load();
        var vs = set.getFlatQuestions();
        for (var i = 0; i < vs.size(); i++) {
            if (vs.get(i).getLabel() != '') { //This displays all of the variables (answered/unanswered)
                      
                var val = vs.get(i).getDisplayValue();
                if (val != '' && val != 'false') {
					template.space(4);
                    template.print(vs.get(i).getLabel() + " : " + val + "<br />");
                }
              }
        }
        template.print("</div>");
    }
    // Add your code here
})(current, template, email, email_action, event);

If my response helped please mark it correct and close the thread so that it benefits future readers.

[SM123]

Hello @Ankur Bawiskar ,

Thank you for your response, is there any way i can at least download the attachment directly from the approval email which user attached in the catalog form using RITM attachment variable? currently it is showing attachment name only.

Thank you!

Thank You! 

[Ankur Bawiskar]

@SM123 

you can include the actual file in the approval email but for that you will have to use custom solution to copy that file from variable to RITM to Approval

OR

include link to sys_attachment in the email so that user can click and once logins to instance can download

If my response helped please mark it correct and close the thread so that it benefits future readers.

[SM123]

Hello @Ankur Bawiskar ,

Could you please help me in the code as per your first suggestion for files. Thank you for your help.

(function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template,
    /* Optional EmailOutbound */
    email, /* Optional GlideRecord */ email_action,
    /* Optional GlideRecord */
    event) {
	var item_sys_id;
	var tableName = current.getTableName();		
	if(tableName == 'sysapproval_approver'){
		item_sys_id = current.sysapproval;		
	} else if (tableName == 'sc_task'){
		item_sys_id = current.request_item.sys_id;
	} else if(tableName == 'sc_req_item'){
		item_sys_id = current.sys_id; 
	} else{
		item_sys_id ='';
	}
	//gs.log("SYS ID : "+item_sys_id);
    var item = new GlideRecord("sc_req_item");
    item.addQuery("sys_id", item_sys_id);
    item.query();
    while (item.next()) {
        template.print("<div style='font-size:12pt;font-family:Arial, Helvetica, sans-serif;'><span><b>Options</b>:</span><br />");
        var keys = [];
        var set = new GlideappVariablePoolQuestionSet();
        set.setRequestID(item.sys_id);
        set.load();
        var vs = set.getFlatQuestions();
        for (var i = 0; i < vs.size(); i++) {
            if (vs.get(i).getLabel() != '') { //This displays all of the variables (answered/unanswered)
                      
                var val = vs.get(i).getDisplayValue();
                if (val != '' && val != 'false') {
					template.space(4);
                    template.print(vs.get(i).getLabel() + " : " + val + "<br />");
                }
              }
        }
        template.print("</div>");
    }
    // Add your code here
})(current, template, email, email_action, event);