How to display name instead of user ID for updated by in e-mail notifications

jas101 · ‎07-16-2014

Hi all,

Please see below for our 'Incident Escalated' e-mail, specifically the 'What will it contain' notification details:

* * *

The following incident has been set to escalated by ${sys_updated_by}:

Customer: ${caller_id}

Updated: ${sys_updated_on}

Priority: ${priority}

Assignment group: ${assignment_group}

Assigned to: ${assigned_to}

Click here to view the incident: ${URI_REF}

* * *

We just want to change this part: The following incident has been set to escalated by ${sys_updated_by}: so instead of showing the user ID of who last updated the record, it shows the name of who last updated it. We have tried dot walking using ${sys_updated_by.name}: but this is not working. I have since realised this is because it is not a reference field back to the sys_user table.

I understand this should be relatively simple so any assistance would be much appreciated.

Many thanks,

D

ryan86 · ‎07-16-2014

Hi dasi,

I put in my reply that the script would return the UserID.

It depends what you want to display. If you want the name, you need to do a little more scripting, and use the mail script as proposed by Sanjeev Kumar above, edited to suit your needs. I've added comments in Blue.

<mail_script>
var userid = current.sys_updated_by; // Gets the User ID
var gr = new GlideRecord('sys_user'); // Creates new GlideRecord Object
gr.addQuery('user_name', userid); // Queries the table for the record of our user found in line 2
gr.query();
if (gr.next()) { // If it finds one....
var userName = gr.name; // set the variable "username" as the users name.
}
template.print("Updated By: "+userName); // Print the text "Updated By:" and then the username variable from line 7.
</mail_script>

Best to remove the comments before adding to your email. This has been tested and works fine on my instance.

View solution in original post

Subhajit1 · ‎07-16-2014

Hi,

This is according to my understanding:-

You can create a Custom field like u_escalated_by and it will contain the User ID of the User who is changing the Escalation Field. You can achieve that through a Business Rule.

Now you can use ${u_escalated_by} in your Email Notification.

Thanks,

Subhajit

jas101 · ‎07-16-2014

Hi Subhajit but the notification needs to show who last updated the incident - this is currently in the notification but it shows the user ID of the person, we just need it to show the name instead. We may then apply this to other incident notifications. Thanks, Daniel

Andre Moreira · ‎07-16-2014

dasi

I think that follow link can help you:

GlideRecord - ServiceNow Wiki

[]'s

Andre Moreira

NeilH2 · ‎07-16-2014

You could write a script which will query the user table and return (template.print) the values onto the email

as you have the user id from the update field it should be simple to use it as a query value.