Hi Harry,
I asked this same question a while back, Chuck got back with a solution of using getJournalEntry() and parsing the result with a regex and then doing what you want with the output. I couldn't get that solution working but perhaps you will have more luck with it:
https://community.servicenow.com/community?id=community_question&sys_id=bc720feddb98dbc01dcaf3231f96...
The solution we did get working was done by our implementation partners, it's apparently not best practice as you should use getJournalEntry() but it works! The getUserTime() function is to present the time in the local users time zone, not sure if that's something you'll need but you should be able to modify it to suit your requirements.
(function runMailScript(current, template, email, email_action, event) {
template.print('<p><font size="3" color="#030000" face="arial">');
template.print(gs.getMessage('Your Incident has been updated with the following comments') + ':');
template.print('</font></p>');
var custom_comment = new GlideRecord('sys_journal_field');
custom_comment.addEncodedQuery('element=comments^element_id=' + current.sys_id);
custom_comment.orderByDesc('sys_created_on');
custom_comment.setLimit(3);
custom_comment.query();
while (custom_comment.next()){
var userGR = new GlideRecord('sys_user');
userGR.addQuery('user_name', custom_comment.sys_created_by);
userGR.query();
if(userGR.next()){
var getTZ_time = getUserTime(custom_comment.sys_created_on, userGR.time_zone);
template.print('<div><font size="3" color="#030000" face="arial"><span></span></font><hr></div>');
template.print('<p><strong><font size="3" color="#030000" face="arial">' + getTZ_time + ' ' + userGR.time_zone + ' - ' + userGR.name + '</font></strong></p>');
template.print('<p><font size="3" color="#030000" face="arial"><pre style="background-color:transparent; border: none;">' + custom_comment.value + '</pre></font></p>');
}
}
function getUserTime(date,usertimezone){
var timezone = Packages.java.util.TimeZone.getTimeZone(usertimezone);
var gdt = new GlideDateTime(date);
gdt.setTZ(timezone);
var set1 = gdt.getTZOffset();
gdt.setNumericValue(gdt.getNumericValue() + set1);
return gdt;
}
})(current, template, email, email_action, event);
