How do I add a template and blind copy a user group via Inbound Action?

neil_b
Tera Guru

2 hours ago - last edited 2 hours ago

Hi,

 

I have this inbound action script below: 

(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

	// Prep fields
    var groupSysID = '12345678910'; // User Group Sys ID
    var subject = email.subject;
    var bodyHtml = email.body_html;
    var bodyText = email.body_text;
    var sender = email.sys_updated_by;
    var mailType = "send-ready";


    // Create a new email record in the Outbox
    var mail = new GlideRecord("sys_email");
    mail.initialize();
    mail.mailbox.setDisplayValue("Outbox"); // Place the new email in the Outbox
    mail.subject = subject;
    mail.type = mailType;

	var t = new GlideTemplate.get('1a2b3c4d5e6f7g'); // Email Template Sys ID
	gs.info('t is ' + t);
	gs.info('name is ' + t.name);
	gs.info('sys_id is ' + t.sys_id);
	gs.info('layout is ' + t.email_layout);

	t.apply('mail');
	mail.applyTemplate('Our Company Notification Template'); // NAME of Email Template

	// Get list of group members
    var groupMembers = getGroupMembers(groupSysID);
	mail.recipients = sender;
	mail.blind_copied = groupMembers.join(',');

    // Include HTML body if available and set content type
    if (bodyHtml) {
        mail.body_html = bodyHtml;
        mail.body = bodyHtml; // Fallback for plain text clients
        mail.content_type = "text/html";
    } else {
        mail.body = bodyText;
        mail.content_type = "text/plain";
    }

	// Insert email record
    mail.insert();

	// Function to retrieve list of users from group
    function getGroupMembers(groupId) {
        var members = [];
        var grMem = new GlideRecord('sys_user_grmember');
        grMem.addQuery('group', groupSysID);
        grMem.addActiveQuery();
        grMem.query();
        while (grMem.next()) {
            members.push(grMem.user.email.toString());
        }
        return members;
    }
	
})(current, event, email, logger, classifier);

 

I have tried to debug but this is what I get:

undefined.png

 

I'm not able to use our company configured template on the outgoing notification and it's also not blind copying the users in the group. Any ideas?

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1 REPLY 1

Itallo Brandão
Giga Guru

an hour ago

Hi @neil_b ,

The issue you are facing stems from a confusion between Record Templates (sys_template) and Email Templates/Layouts (sysevent_email_template).

The Diagnosis:

  1. Why the Template fails: The method mail.applyTemplate() and the GlideTemplate class are designed to apply Field Value templates (e.g., setting Default Priority/Category on an Incident form). They are not designed to wrap email body text with HTML Layouts (Logos, Footers). That is why your logs show undefined properties—the object doesn't work the way you expect for Email Layouts.

  2. Why Manual Insert is risky: Manually inserting records into sys_email bypasses the Notification subsystem. This makes it extremely difficult to apply Layouts, handle user notification preferences, or manage complex recipients like BCC groups.

The Solution (Best Practice): Instead of manually building the email object, you should trigger an Event and let a standard Notification handle the Template and BCC logic.

Step 1: Register an Event

  • Go to Event Registry.

  • Create a new event, e.g., inbound.group.notification.

Step 2: Update your Inbound Action Replace your entire complex script with this simple trigger. We will pass the Group SysID as Parameter 1.

 
(function runAction(/*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLogger*/ logger, /*EmailClassifier*/ classifier) {

    var groupSysID = '12345678910'; // Your Group Sys ID
    // Fire the event. passing the Group ID in Parm1
    gs.eventQueue('inbound.group.notification', current, groupSysID, email.sys_updated_by);

})(current, event, email, logger, classifier);

Step 3: Create the Notification

  • System Notification > Notifications > New

  • When to send: Event is fired -> inbound.group.notification.

  • Who will receive: (Leave empty, we will handle BCC in script).

  • What it contains:

    • Email Template: Select your "Our Company Notification Template" here (This solves issue #1 natively).

    • Message HTML: Add the content you want.

    • Description: Include a Mail Script call: ${mail_script:add_group_bcc}.

Step 4: Create the Mail Script (For BCC)

  • System Notification > Email > Notification Email Scripts > New

  • Name: add_group_bcc

  • Script:

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

    // Retrieve the Group ID passed in Parm1
    var groupId = event.parm1;

    if (groupId) {
        var grMem = new GlideRecord('sys_user_grmember');
        grMem.addQuery('group', groupId);
        grMem.addActiveQuery();
        grMem.query();

        while (grMem.next()) {
            // This is the magic method to add BCC
            email.addBCC(grMem.user.email.toString());
        }
    }

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

Summary: By moving to the Event > Notification model, ServiceNow automatically applies the correct HTML Template/Layout wrapper for you, and the Mail Script cleanly handles the BCC loop.

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,
Brandão.

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