Email notification using List Collector Field

[Cindy26]

We have a custom field on a table that is a list collector. 

When the work notes are updated on a record, we need to send a notification to all users in the list. 

I've been trying to do this with an event and business rule but it isn't working. 

The list field is "manager_name". 

If someone could please provide clear instructions/script on how to accomplish this, it would be greatly appreciated. 

[Cindy26]

The log states the following:

Notification 'test worknotes' (2a0fc5d01b86d11096b243f3cc4bcbbb) excluded recipients because user's device contains an empty or invalid email address (see "cmn_notif_device.email_address")

[Tony Chatfield1]

That sounds like the sys_user record does not have a primary email  'cmn_notif_device' record configured (user email address is sourced from cmn_notif_device table not directly from sys_user record.email).

Have you checked cmn_notif_device table to confirm that the user has a primary email device configured?

[Cindy26]

After a little more testing, it seems that no notifications are being sent to the watchlist. 

I tested this with a notification we have that is supposed to be sent to the assignment group and the watchlist when the work notes are updated on an incident.

I added a user to the watchlist (who has an email in their profile and notifications are enabled), I then added a comment to the worknotes. The notification was sent ONLY to the assignment group and NOT the watchlist. Is this a deeper issue that I should open a support ticket for? 

[Kartik Sethi]

Hi @Cindy 

List collector type field should ideally not create any issue. It is supported OOTB for notifications. Possible reasons could:

• All the Users in the List Collector do not have emails in their records
• If emails are there then might be Primary email device records are not created in the table "cmn_notif_device" which is done by OOTB Business Rule "Create primary email device" on sys_user table

Nevertheless, if the above pointers are sorted then you have a workaround to send emails to the Users in List Collector through Notification Email Script which is provided below:

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

    // Add your code here
    if (!current.<manager_list_variable_name_goes_here>.nil()) {
        //get watch list addresses and add to bcc
        var watcherIds = current.<manager_list_variable_name_goes_here>.split(",");
        //get user records
        var user = new GlideRecord("sys_user");
        user.addQuery("sys_id", "IN", watcherIds);
        user.addQuery("email", "!=", "");
        user.query();

        while (user.next()) {
            //add to cc list    
            email.addAddress("cc", user.getValue('email'), user.getDisplayValue()); 	//Carbon Copy
            //email.addAddress("bcc", user.getValue('email'), user.getDisplayValue());	//Blind Carbon Copy
        }
    }
})(current, template, email, email_action, event);

You can also refer "Example scripting for email notifications"

---

Please mark my answer as correct if this solves your issues!

If it helped you in any way then please mark helpful!

Thanks and regards,

Kartik