Contracts form query

[p_raven007]

Hi ServiceNow Gurus

I'm looking for some help/assistance on Contracts form in ServiceNow (Utah)

ISSUE:

On a Contract form, you will have Contract Notification Period reminders for 30,60,90 days that send outs basic Contract ticket information via an email to the Contract Administrators and co...  along with a Comment(s) and a Reference Message code... i.e. Latest Comments on the contract and Ref#

Question > What I would like to know and find out is: HOW CAN I find out WHERE the Comments and Ref# info are saved in the contract ticket,,, as it is NOT showing up in the Contract ticket.... the last 3 lines is what I'm trying to find out from the Contract form email send from ServiceNow to us.... it doesn't show up anywhere in the Contract ticket.... I'm guessing it is a TEMPLATE which we can tweak within the Contracts Table list.

AN Example below:

"Hi,

The following contract is within Within 60 days of reaching the notice period to the vendor.

Contract number: CNTR0010000

Short description: XXXXXX

Manager: XXXXXX

Contract administrator: XXXXX

Vendor: XXXXX

Contract model: XXXXX

Starts: 12-06-2022

Ends: 11-06-2024

Expiration notification date: 11-03-2024

"Please review your contract accordingly and take any necessary action with the vendor.

For further details please contact Rebecca Ferraro.

Ref:MSG0444079_Po5RbGWAyxhAO5ilDiU6"

Appreciate any help in finding this and getting the default template comments changed.

Thanks

Praveen

[Dr Atul G- LNG · Accepted solution]

Hi @p_raven007 

By seeing this, I can say the information you are looking not added in email. 

HOW CAN I find out WHERE the Comments - This is not in email body and Ref# -> It can be contract Number info are saved in the contract ticket,,, as it is NOT showing up in the Contract ticket.

Update the email section - What it will contains.

[Ramesh Lohar]

The comments and reference number you're referring to are likely stored in the "Comments" and "Work Notes" fields of the Contract record. These fields are often used to store additional information about the record that doesn't fit into any other field. Here's how you can find and modify them:

1. Open the Contract record in ServiceNow.
2. Scroll down to the "Activity" section of the record. This is where the "Comments" and "Work Notes" fields are located.
3. If you can't see the "Activity" section, it might be hidden. To unhide it, click on the hamburger icon (three horizontal lines) in the top left corner of the screen, then click on "Show Activity".
4. Once you've found the "Comments" and "Work Notes" fields, you can modify them by clicking on the pencil icon next to the field name.

If you want to modify the default template for Contract notifications:

1. Navigate to System Notification > Email > Templates.
2. Search for the Contract notification template. It's likely named something like "Contract Expiration Notification".
3. Open the template and modify the body as needed. You can use variables to include dynamic data from the Contract record, such as ${contract.number} for the contract number.
4. Save your changes.

Remember, any changes you make to the template will affect all notifications that use that template, so be sure to test your changes thoroughly before implementing them in a production environment.

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[p_raven007]

Hi Ramesh

Thans very much for your response to my query and for providing the steps to check.

I tried following your instructions BUT I cannot see the "Show Activity" option anywhere from within the Contract Form - tried the Hamburger option and 'Show Activity' doesn't show up in the drop-down list.

Is there any specific Group/Role that I should have to be able to ENABLE the 'Show Activity' option?

The Other part of your solution - which talks about "System Notification > Email > Templates."

Even that part is NOT visible for me in the Main Navigation pane. It is also missing.

Do I need to be a 'ServiceNow Admin' Group membership to be able to view the 2 missing "Show Activity" and "System Notification" that you asked me to go through and check?

I'm sure my query will be fixed, if I get to ENABLE "Show Activity" and "System Notification" option in our Utah SN Prod environment.

Please advise further.

[Dr Atul G- LNG · Accepted solution]

Hi @p_raven007 

By seeing this, I can say the information you are looking not added in email. 

HOW CAN I find out WHERE the Comments - This is not in email body and Ref# -> It can be contract Number info are saved in the contract ticket,,, as it is NOT showing up in the Contract ticket.

Update the email section - What it will contains.

[Rajdeep Ganguly · Accepted solution]

The information you're looking for is likely stored in the Email Notification record associated with the Contract form. Here's how you can find and modify it:

1. Navigate to System Notification > Email > Notifications.
2. Search for the notification related to the Contract form. It might be named something like "Contract Expiration Notification".
3. Open the notification record. Here you can see the "When to send" and "Who will receive" sections which define the conditions for sending the email and the recipients.
4. In the "What it will contain" section, you can see the email body. This is where the template for the email is defined. The fields like contract number, short description, etc. are variables that get replaced with actual data when the email is sent.
5. If you see something like ${comments} or ${reference}, these are also variables. They get replaced with the latest comments and reference number from the contract record.
6. If you can't see these variables in the email body, they might be defined in the Email Script. Check the "Advanced view" of the notification record and look for an Email Script.
7. If the comments and reference number are not showing up in the email, it might be because these fields are empty in the contract record. Make sure that these fields are being updated correctly.
8. To modify the default template comments, you can simply change the text in the email body. If the comments are generated by a script, you might need to modify the script.

Remember to test your changes thoroughly before applying them in a production environment.

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