Broken Email Notification - Yet Preview Works

[G24]

Hello, smart folks.  What am I doing wrong here, please? ...

I created a notification which looks like this:

The associated Email script looks like this:

When I use the "Preview Notification" button, and supply the record number of an HR Benefits Case, everything seems to work fine, as you can see here:

But when the email is actually sent out, I don't get any data from the "comments_and_work_notes" field or the mail script, as you can see here:

How can the Preview work, but the actual email functionality Not work?

[Ankur Bawiskar]

@G24 

are you able to see the comments value in email logs?

[G24]

The field "comments" works fine.  And "work_notes" works fine.  But comments_and_work_notes does Not.

But if you are referring to the "sent" log, the comments_and_work_notes field (and script) does not seem to be working there either:

Did I understand you correctly?

[Bhupender]

Hi @G24 

Based on the image you provided, it looks like the email script is not fetching the data from the "comments_and_work_notes" field as expected.

1-Ensure that the "comments_and_work_notes" field is accessible in the context of the email notification. There might be ACLs (Access Control Lists) that restrict access to this field.

2-Make sure that the "comments_and_work_notes" field actually contains data for the record you are testing with. You can do this by checking the record directly in the ServiceNow instance.

3. Double-check the email script for any errors or issues. Ensure that the script is correctly fetching and processing the data from the "comments_and_work_notes" field.

here is the debug version of this email script

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template, 
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action, 
/* Optional GlideRecord */ event) {

template.print("Mail Script START<br/>");
gs.log("Mail Script START");

var $output = current.comments_and_work_notes.getJournalEntry(3);
gs.log("Comments and Work Notes: " + $output);

template.print($output);
template.print("<br/>Mail Script END.");
gs.log("Mail Script END");

})(current, template, email, email_action, event);

Here we will debug the script and checked is our script work well. 

I hope this will help you to solve this Issue

Please mark it helpful. If this solve your issue.

[G24]

Thanks.  @Bhupender  I added logging to the script as follows.

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template, 
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action, 
/* Optional GlideRecord */ event) {

gs.info("GGB Mail Script START");
template.print("Mail Script START<br/>");

var sOutput = current.comments_and_work_notes.getJournalEntry(3);
gs.info("GGB Comments and Work Notes: " + sOutput);
template.print(sOutput);

gs.info("GGB Mail Script END");
template.print("<br/>Mail Script END.");

})(current, template, email, email_action, event);

When I preview the notification, I see this:

But when the notification runs as a result of a new work note getting added, I see this: