Email script for the updated user not appearing in the notification when the user updates the ticket

phr · ‎08-01-2024

Hi All,

I have a requirement where i need to send the notification to the users who update the incident. We have a email script which is already defined and is fetching the email instead of the name .

reference image :

I did write the email script to fetch the name instead of the email :

But this isn't fetching the name

How to achieve this?

AnveshKumar M · ‎08-01-2024

Hi @phr

Please change your email script to the one like below.

var usrGr = new GlideRecord("sys_user");
usrGr.addEncodedQuery("user_nameSTARTSWITH" + current.sys_updated_by);
usrGr.query();
if(usrGr._next()){
	template.print(usrGr.getValue('name'));
}

Please mark my answer helpful 👍 and accept as a solution ✔️ if it helped.

Thanks,
Anvesh

View solution in original post

LorenzVdV · ‎08-01-2024

You don't have 2 mail scripts with that name?

Add a gs.log(); on line 2 and 8 of your mail script.

phr · ‎08-01-2024

Hi @LorenzVdV ,

One was "updatedby" and the other was the custom client script "getUpdatedBy" which wasn't working fine.

I modified the code now and is working fine.

Thank you,