Contents of Email Notification are in Wrong Order When Viewed in Email Logs

[cwolfe01]

Hi all,

I've been doing some work with notifications, and have made some progress, but I've stumbled across a problem I just can't figure out.

Here's the code I'm using:

(function runMailScript(current, template, email, email_action, event) {
	
	template.print('<p>Greetings, <br><br>The incident below has been opened on your behalf. <br><br></p>');
	
	var incident = new GlideRecord("incident");
	incident.addQuery('sys_id', current.sys_id);
	incident.query();

	while (incident.next()) {
		
		template.print('<p>Incident: ' + incident.number + '<br>');
		template.print('Short Description: ' + incident.short_description + '<br><br>');
		template.print('</p>');

		template.print('<p>Additional Details: <br></p>');

		template.print('<table style=\'border:1px solid black\'><tbody>');
			template.print('<tr>');
				template.print('<td style=\'border:1px solid black\'>Caller</td>');
				template.print('<td style=\'border:1px solid black\'>${caller_id}</td>');
			template.print('</tr>');
			template.print('<tr>');
				template.print('<td style=\'border:1px solid black\'>Priority</td>');
				template.print('<td style=\'border:1px solid black\'>${priority}</td>');
			template.print('</tr>');
			template.print('<tr>');
				template.print('<td style=\'border:1px solid black\'>Service</td>');
				template.print('<td style=\'border:1px solid black\'>${business_service}</td>');
			template.print('</tr>');
			template.print('<tr>');
				template.print('<td style=\'border:1px solid black\'>Service Offering</td>');
				template.print('<td style=\'border:1px solid black\'>${service_offering}</td>');
			template.print('</tr>');
			template.print('<tr>');
				template.print('<td style=\'border:1px solid black\'>State</td>');
				template.print('<td style=\'border:1px solid black\'>${state}</td>');
			template.print('</tr>');
		template.print('</table></tbody>');
		
		template.print('<br><br>');

		var instanceName = gs.getProperty('instance_name');
		var link = 'https://' + instanceName + '.servicenowservices.com/sp?id=ticket&table=incident&sys_id=' + current.sys_id;

		template.print('You can view all the details of the incident by following the link below: <br><br><br>');

		var backgroundColor = 'background-color: #278efc;';
		var border = 'border: 1px solid #0368d4;';
		var color = 'color: #ffffff;';
		var fontSize = 'font-size: 16px;';
		var fontFamily = 'font-family: Helvetica, Arial, sans-serif;';
		var textDecoration = 'text-decoration: none; border-radius: 3px;';
		var webKitBorder = '-webkit-border-radius: 3px;';
		var mozBorder = '-moz-border-radius: 3px;';
		var display = 'display: inline-block;';
		var padding = 'padding: 5px;';

		if (email_action.name == "Incident Survey") {
			color = 'color: #343d47;';
			backgroundColor = 'background-color: #e6e8ea;';
			border = 'border: 1px solid #bdc0c4;';
		}

		template.print('<a href="' + link + '"');
		template.print('style="' + backgroundColor + border + color + fontSize + fontFamily + textDecoration + webKitBorder + mozBorder + display + padding);
		template.print('">');
		template.print(gs.getMessage('Take me to the Incident'));
		template.print('</a>');
		template.print('<br><br>');
		template.print('<p><font size="3">');
		template.print('Thank you.');
		template.print('</p>');
	}

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

Everything looks fine when I preview the notification as seen below:

But when I view the email through the email logs, there are some parts out of order:

I've identified that the issue starts on line 42 of my code with var instanceName, but I'm not entirely sure what's causing the issue. Can anyone help?

[Tushar]

Hi @cwolfe01 

To resolve this, you should properly structure your template and concatenate the variables and HTML elements correctly.

Here's a revised version of your code to address this issue:

(function runMailScript(current, template, email, email_action, event) {
    template.print('<p>Greetings, <br><br>The incident below has been opened on your behalf. <br><br></p>');

    var incident = new GlideRecord("incident");
    incident.addQuery('sys_id', current.sys_id);
    incident.query();

    while (incident.next()) {
        // Other parts of your template before the link

        var instanceName = gs.getProperty('instance_name');
        var link = 'https://' + instanceName + '.servicenowservices.com/sp?id=ticket&table=incident&sys_id=' + current.sys_id;

        var linkStyles = 'background-color: #278efc; border: 1px solid #0368d4; color: #ffffff; font-size: 16px; font-family: Helvetica, Arial, sans-serif;';
        var linkDecoration = 'text-decoration: none; border-radius: 3px; -webkit-border-radius: 3px; -moz-border-radius: 3px; display: inline-block; padding: 5px;';

        if (email_action.name == "Incident Survey") {
            linkStyles = 'background-color: #e6e8ea; border: 1px solid #bdc0c4; color: #343d47; font-size: 16px; font-family: Helvetica, Arial, sans-serif;';
            linkDecoration = 'text-decoration: none; border-radius: 3px; -webkit-border-radius: 3px; -moz-border-radius: 3px; display: inline-block; padding: 5px;';
        }

        var linkHtml = '<a href="' + link + '" style="' + linkStyles + linkDecoration + '">' + gs.getMessage('Take me to the Incident') + '</a>';
        template.print(linkHtml);

        // Other parts of your template after the link
    }
})(current, template, email, email_action, event);

Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

1. Regards,
   Tushar

[cwolfe01]

Hi Tushar,

After implementing these changes my problem is still persisting. Many thanks for your help!