How to Add CC Approvers in Notification Email for RITM Reminders in ServiceNow

[LokeshwarRV]

Hi ServiceNow Community,

I have a requirement to trigger a notification reminders email to the requester and with all approvers in CC for a specific RITM (Request Item) on day 5 and day 7 . I have created an event in the event registry for the sc_req_item table with the event name approval_reminder.notification. I also created a notification using the sc_req_item table, and set the recipient to requested_for.

However, I am struggling to add the approvers in the CC field of the notification. Below is the script I am using in my Script Include:

var q = new QuestApprovalHelper();
var grApproval = new GlideRecord('sysapproval_approver');
grApproval.addQuery('state', 'requested');
grApproval.addQuery('sysapproval.sys_class_name', 'sc_req_item');
grApproval.addEncodedQuery("sys_created_on>=javascript:gs.dateGenerate('2025-05-24','00:00:00')");
grApproval.query();

var isprocessed = [];
var ccApprovers = [];

while (grApproval.next()) {
var daysSince = q.daysSince(grApproval); // counted using some functionality and it is working
var requestId = grApproval.getValue('sysapproval');

if (daysSince >= 😎 {
// cancelRequest()
} else if (daysSince === 7 || daysSince === 5) {
gs.print(grApproval.getDisplayValue('sysapproval'));
sendRequesterReminder(requestId);
}
}

function sendRequesterReminder(requestId) {
if (!isprocessed.includes(requestId)) {
var ccApprovers = [];
var grApproval = new GlideRecord('sysapproval_approver');
grApproval.addQuery('state', 'requested');
grApproval.addQuery('sysapproval.sys_class_name', 'sc_req_item');
grApproval.addQuery('sysapproval', requestId);
grApproval.query();

while (grApproval.next()) {
ccApprovers.push(grApproval.getValue('approver'));
}
isprocessed.push(requestId);
gs.eventQueue('approval_reminder.notification', requestId, '', ccApprovers.join(','));
}
}
I need guidance on how to properly add the approvers in the CC field of the notification script or someother. Any help or suggestions would be greatly appreciated!

[Ankur Bawiskar]

@LokeshwarRV 

for setting CC you need to use email script and then use this line

email.setAddress('CC', 'emailAddress', 'name');

You are already sending CC users in event parm2 so use this

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

    // Add your code here
    var ccUsers = event.parm2.toString();
    var gr = new GlideRecord("sys_user");
    gr.addQuery("sys_id", "IN", ccUsers);
    gr.query();
    while (gr.next()) {
        email.addAddress('cc', gr.getValue('email'), gr.getDisplayValue());
    }

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

you can include email script in your email body using this syntax

${mail_script:mailScriptName}

check this for further help

Notification Email Scripts 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[LokeshwarRV]

Hi  

Ankur Bawiskar Thanks for the Replay
can you help me to write the email script according to the below function

var q = new QuestApprovalHelper();

var grApproval = new GlideRecord('sysapproval_approver');

grApproval.addQuery('state', 'requested');

grApproval.addEncodedQuery("sys_created_on>=javascript:gs.dateGenerate('2025-05-24','00:00:00')");

grApproval.query();

var isprocessed = [];

while (grApproval.next()) {

    var daysSince = q.daysSince(grApproval);

    var requestId = grApproval.getValue('sysapproval');

    if (daysSince >= 8) {

        // cancelRequest()

    } else if (daysSince === 7 || daysSince === 6) {

        sendReminder(requestId);

    }

}

function sendReminder(reqId) {

    if (!isprocessed.includes(reqId)) {

        var reqItemGr = new GlideRecord("sc_req_item");

        if (reqItemGr.get(reqId)) {

            gs.print(reqItemGr.getValue('number'));

            var email = new GlideEmailOutbound();

            email.addAddress('to', reqItemGr.requested_for.email, reqItemGr.requested_for.name);

            var grApprovers = new GlideRecord('sysapproval_approver');

            grApprovers.addQuery('sysapproval', reqId);

            grApprovers.query();

            while (grApprovers.next()) {

                email.addAddress('cc', grApprovers.approver.email, grApprovers.approver.name);

            }

             gs.eventQueue('approval_reminder.notification', reqItemGr, email);

        }

        isprocessed.push(reqId); // Add request ID to the processed list

    }

}

[Ankur Bawiskar]

@LokeshwarRV 

Sorry but I already answered your original question considering you are sending cc users in eventQueue

Did you try that?

[Ankur Bawiskar]

@LokeshwarRV 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.