Getting ${URI_REF} to display incident number

StephenL1 · ‎12-10-2020

Hey,

I've set up email notifications for our team to get an email when an incident has breached SLA.

Currently if I send the email it will display the incident short description instead of the number. I've tried changing the table to incident, and using incident.number.URI_REF/task.number.URI_REF but nothing. Also checked the TASK dictionary entry and switched override display from true to false but it made no difference.

It's only a small detail but I'm interested in learning how to change it. Would really appreciate any help 🙂

Jaspal Singh · ‎12-10-2020

Hi Stephen,

You need to create notification email script from System Notification >> Email >> Notifiation Mail script as below.

Name: gettasknumber

(function runMailScript(current, template, email, email_action, event) {

    template.print('<a href="https://' + gs.getProperty('instance_name') + '.service-now.com/nav_to.do?uri=task.do?sys_id=' + current.task.sys_id + ' ">' + current.task.number + '</a>');
	
})(current, template, email, email_action, event);

Call it in notification body in format

${mail_script:gettasknumber}

${URI_REF} will work for current table's display value. For Task SLA (task_sla) table display value is not number field.

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Pranav Bhagat · ‎12-10-2020

Did you made the number field display = true

StephenL1 · ‎12-10-2020

Yep, I've tried it with both and neither worked.

Pranav Bhagat · ‎12-10-2020

Ideally it should work with that, did you tried previewing it with a different record like change or problem and see if its still a issue

StephenL1 · ‎12-10-2020

I tried with tasks and incidents and both did not work. Was weird. Honestly I didn't set our systems up and was coming in looking at it I've had to pick up how things are set up on the fly. Probably a weird backend setting put in ages ago.