Email script returns a static value in notification that is different from the value in the request

[ronro2]

Hello!

I have a notification that I want to trigger when a request from a specific order guide is set to Closed Complete. 

In this notification I want to return some values about the request, such as Server OS if it's a server. The problem is that it returns a static value all the time that doesn't reflect what was chosen in the request. I just don't understand why. 

Here is what was actually chosen from a table called "u_technical_services_lookup" in my request:

Instead I always get "Ubuntu Server 18.04 LTS (Kontorstid)" like shown in the notification below:

This very value,  "Ubuntu Server 18.04 LTS (Kontorstid)", also comes up in the system logs. "Ubuntu Server 18.04 LTS (Kontorstid)" comes from here in the same "u_technical_services_lookup" table: 

Here is how the script looks: 

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

    (function() {
        var request = current.request; // Hämta sc_request
        var osVersion = '';

        // Hämta alla sc_req_item under sc_request
        var reqItemGR = new GlideRecord('sc_req_item');
        reqItemGR.addQuery('request', request.sys_id);
        reqItemGR.query();

        while (reqItemGR.next()) {
            // Logga sc_req_item ID
            gs.log('Req Item ID: ' + reqItemGR.sys_id);

            // Hämta värde från u_technical_services_lookup baserat på u_category
            var techServiceGR = new GlideRecord('u_technical_services_lookup');
            techServiceGR.addQuery('u_category', 'STARTSWITH', 'server_os');
            techServiceGR.addQuery('sc_req_item', reqItemGR.sys_id); // Kontrollera att sc_req_item är kopplad
            techServiceGR.query();

            if (techServiceGR.next()) {
                // Logga teknisk tjänst ID och OS-version
                gs.log('Tech Service ID: ' + techServiceGR.sys_id);
                gs.log('OS Version: ' + techServiceGR.u_name);

                osVersion = techServiceGR.u_name; // Hämta värdet namn
                break; // Avsluta loopen när vi har hittat en matchning
            }
        }

        // Logga den slutliga OS-versionen
        gs.log('Final OS Version: ' + osVersion);

        // Använd template.print för att inkludera OS-versionen i email scriptet
        template.print('OS Version: ' + osVersion);
    })();

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

In this example, you can see that the Technical Services Lookup table becomes a variable under a Request Item: 

KEEP IN MIND that this Request (sc_request) creates several Request Items (sc_req_item) under and it comes not from a form, but a series of Rule bases. 

Also, there are plentiful of records regarding OS versions in the "u_technical_services_lookup" table with Category starting with "server_os".

[Brad Bowman]

Does the Req Item ID log show the sys_id of the correct RITM? These requests have multiple RITMs, but you are effectively only returning one since you are breaking after the first one.  You need to add the u_name variable either as an addQuery, or check each RITM to get the one with the value.

        var reqItemGR = new GlideRecord('sc_req_item');
        reqItemGR.addQuery('request', request);
        reqItemGR.addNotNullQuery('variables.u_name');
        reqItemGR.query();

        while (reqItemGR.next()) {

Did the Final OS Version log also show undefined?  This should be the sys_id of the lookup record, you would add .name (or whatever the field name for the Name column is) or try getDisplayValue instead

osVersion = reqItemGR.getDisplayValue('variables.u_name'); // Hämta värdet namn

[ronro2]

I now get null in the notification. 😞 I feel like we are so close. 

[Brad Bowman]

Is that with the variables.u_name not null query added?  Is the GlideRecord returning the correct RITM - the one that has the u_name variable, and its value?

[ronro2]

Yes. I've added the not null query. Maybe it's better to  check each RITM to get the one with the value? As you've stated before? This is how the code looks now: 

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

    (function() {
        var request = current.request; // Hämta sc_request
        var osVersion = '';

        // Hämta alla sc_req_item under sc_request
		var reqItemGR = new GlideRecord('sc_req_item');
        reqItemGR.addQuery('request', request);
        reqItemGR.addNotNullQuery('variables.u_name');
        reqItemGR.query();

        while (reqItemGR.next()) {
            // Logga sc_req_item ID
            gs.log('Req Item ID: ' + reqItemGR.sys_id);
            osVersion = reqItemGR.getDisplayValue('variables.u_name'); // Hämta värdet namn
            break; // Avsluta loopen när vi har hittat en matchning
        }

        // Logga den slutliga OS-versionen
        gs.log('Final OS Version: ' + osVersion);

        // Använd template.print för att inkludera OS-versionen i email scriptet
        template.print('OS Version: ' + osVersion);
    })();

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

[Brad Bowman]

It should be the same either way, it all depends on what the logs are telling you.  Here is the other approach:

var reqItemGR = new GlideRecord('sc_req_item');
reqItemGR.addQuery('request', request);
reqItemGR.query();

while (reqItemGR.next()) {
    // Logga sc_req_item ID
    gs.log('Req Item ID: ' + reqItemGR.number);
    if (reqItemGR.variables.u_name) {
        osVersion = reqItemGR.getDisplayValue('variables.u_name'); // Hämta värdet namn
        break; // Avsluta loopen när vi har hittat en matchning
    }
}