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

rahulanz · ‎12-05-2018

Hi,

Please help me to call the email script in subject line.

Andre Moreira · ‎07-16-2014

dasi

Good point. If you look at Dictionary Entry from current.sys_updated_by field. This field is a simple String (by default the User ID).

So you will need a simple GlideRecord to solve it:

http://wiki.servicenow.com/index.php?title=GlideRecord#Query_Methods

[]'s

Andre Moreira

Uncle Rob · ‎07-16-2014

Is sys_updated_by truly a reference though? That's the only way .getDisplayValue() will work.

EDIT: Dictionary says sys_updated_by is a string.

ryan86 · ‎07-16-2014

<mail_script> template.print(current.sys_updated_by.getDisplayValue())</mail_script>

This returns the UserID of the last user to update the record.

Uncle Rob · ‎07-16-2014

Have you tested this?

The reason I ask is that sys_updated_by is not a reference to user, and therefore wouldn't know what the Display field is for which to display. Its a string.