Email notification not getting triggered for certain fields

[Ashik Suresh1]

Hi All,

My requirement is as follows :

When the Incident state is 'Closed' and 'Active' is false, any user updating the additional comments should receive the Email Notification stating 'Incident is already Closed'. 

( Updating Additional Comments after Incident is Closed : In the  Native view, it is only possible for admin users. But the additional comments get updated when any user replies to the Email sent regarding same Incident ) 

I had added fields like 'Caller', 'Updated by' in the 'Users/Groups in Fields' field in 'Who will Recieve' field. The Email notification is triggering. But only to selected fields in the 'Users/Groups in Fields' field.

For Example,

The email notification triggers to the 'Caller' field. But not to the 'Updated by' field. For the fulfilment of the request, it need to be triggered to 'Updated by' field. But it is not triggering. Why it is not triggering to certain fields and not to some other fields ?

Do we need to do any other modifications on this ?

Is there any other alternate ways to Implement this requirement.

[Ashik Suresh1]

Hi @Sebas Di Loreto ,

Sorry for the delayed response. I have created a mail script for the following as you suggested and called it in the body part of the email. But it is not working as expected. Could you please help me clarifying the error.

This was the script I created for the same :

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

var userid = current.sys_updated_by; // Gets the User ID. 'Updated by' field is giving user-id of updated user.

var br = new GlideRecord("sys_user");
br.addQuery("user_name",userid); // Matched the user-id in the user table
br.query();
while(br.next()){
email.addAddress("cc",br.getValue('email')); //Added the updated by user's email id to cc.
}

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

[Sebas Di Loreto]

@Ashik Suresh1 

Double check the proper format for the email.addAddress command. I think you need to add the display name as the third parameter.