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!

[Anil Nemmikanti]

Hi @LokeshwarRV ,

You would require an email script which needs to be added in the Notification.

[GlideFather]

You can create a schedule job or a flow, that would fire an event and trigger a notification where you can easily set the recipients. 

[Community Alums]

Hi @LokeshwarRV ,

Sending the Event with CC Approvers

The gs.eventQueue() method takes:

gs.eventQueue(eventName, gr, parm1, parm2)

You are already sending the RITM GlideRecord (requestId), and in parm2, you're passing the comma-separated approver sys_ids.

That’s okay, but ServiceNow notifications don’t natively use parm2 as CC. You need to configure your notification to use that list as dynamic CC addresses.

2. Modify Notification: Add Dynamic CC Logic

Edit your notification (approval_reminder.notification) and in the "Who will receive" section:

1. To: Requested for

2. CC: Set this to “Script”

In the Script field, add

// cc approvers passed in parm2 (comma-separated sys_ids)
if (event.parm2) {
  var users = [];
  var ids = event.parm2.split(',');
  for (var i = 0; i < ids.length; i++) {
    var userGr = new GlideRecord('sys_user');
    if (userGr.get(ids[i])) {
      users.push(userGr.email);
    }
  }
  recipients = users;
}

Here’s a refined version of your function:

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);

    // Get RITM GlideRecord
    var ritmGr = new GlideRecord('sc_req_item');
    if (ritmGr.get(requestId)) {
      gs.eventQueue('approval_reminder.notification', ritmGr, '', ccApprovers.join(','));
    }
  }
}