How can I edit the formatted comments in an email notification via a mail script?

[bcronrath]

I am running into an issue where I can't seem to get the formatted comments to output when I use it a mail script.

Example:

I have a "comment added" type notification set up to go out whenever a comment is added and send to the caller.   Our comments are done using HTML code, so to preserver that, I can just put the following in the mail body:

${comments}

And it will put out the last few most recent comments with all the formatting from service-now preserved.   My problem comes when I try to edit any of this output.   As far as I'm aware this needs to be done through a mail script.   So let's say I create a mail script, and now instead of ${comments} I have the script name ${mail_script:HTML_Comment_Script}   (and of course have to create a script of this name in the mail scripts section).

var suggComm = current.comments;

template.print("\n" + suggComm);

Shouldn't this be the same as ${comments}?   What is different about the mail scripts in how I can access the same field information?   Currently what happens is just nothing comes back.

My end goal is I have to figure out a way to do two things:

a.)   Modify the img src tags to decode the %20 back to space characters because when it goes out in an email, if any file has a space in the name the encoded %20 is treated as literal set of characters and the image won't show in the received email.

b.)   Only grab the latest comment.   I know there is a global parameter to change how many get sent out, but changing that is not an option for me due to other workflows.   If anyone knows how to change this on a per-call basis I'd love to know how, seems like it would be a handy feature to just pass some sort of a parameter in that changes how many "deep" the comments go and disregards the global parameter.   However, either way I should be able to handle it with some regex scripting if i can just get the comment to actually output, which currently I can't do so I'm sort of dead in the water.

Best regards,

Brian Cronrath

[bcronrath]

Also just to clarify - I need to keep the formatting.

I can get the plain text data to display if I use current.comments.getJournalEntry(1) for example, however I need the actual formatting included so this is not really an option for me (unless someone knows how to preserve formatting w/ this method)

[Gurpreet07]

we used current.comments.getJournalEntry(-1) to get all comments

[ndt13]

Hi Brian,

Did you ever find a solution for this?   I am having the same problem with the formatting.

Thanks

[bcronrath · Accepted solution]

Hello ntylenda,

I did come up with a solution, I'm not sure if it is the greatest but it was the best I could come up with.   I am basically stripping back out the [code] tags, and manually adding in the border format to mimic what Service Now does with the comment output.   Here is my mail script:

var suggComm = current.comments.getJournalEntry(1);

suggComm = suggComm.replace("[code]","");

suggComm = suggComm.replace("[/code]","");

suggComm = "<div><table cellpadding=\"0\" cellspacing=\"0\" style=\"table-layout:fixed\" width=\"100%\"><tbody><tr><td colspan=\"2\"><hr /></td></tr><tr style=\"\"><td class=\"tdwrap\"><strong>" + suggComm;

suggComm = suggComm.replace("(Journaled comments)","</strong>");

suggComm = suggComm + "</span></span></p></td></tr></tbody></table></div>";

template.print("\n" + suggComm);

Hope this helps!

[The SN Nerd]

Plonk that into a Mail Script for re-usability!