How to include only newly added attachment on mail and remove other attachments?

sruthig · ‎08-27-2020

Hi All,

We have configured like when any additional comments added to the case it will sent mails to users in watch list. If any work notes added to the case it will sent mails to users in the work notes list. So in the notification selected "include attachment option".

All the attachment is attaching every time when any mail sent for additional comments or work notes added. How to include only latest updated attachments in the mail?

Please suggest

Regards,

Sruthi

Ankur Bawiskar · ‎08-27-2020

@sruthig

you cannot include single attachment using the Include Attachment checkbox

you will have to uncheck that and include the attachment link in the email

Use email script to get the latest attachment link and use that email script in the notification

Email Script:

Name - show_specific_attachment

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

    // Add your code here

    var gr = new GlideRecord('sys_attachment');
   gr.orderByDesc('sys_creatd_on'); //sort with created descending
    gr.addQuery('table_sys_id', current.sys_id);
    gr.setLimit(1); // pick only 1 attachment record
    gr.query();
    if (gr.hasNext()) {
        template.print("Attachment: <br />");
        while (gr.next()) {
            var url = gr.getTableName() + ".do?sys_id=" + gr.getValue('sys_id');
            var attachLink = '<a href="' + url + '">' + gr.file_name + '</a>';
            template.print(attachLink + "<br />");
        }
        template.print("<hr/>");
    }

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

In notification include the email script as below

${mail_script:show_specific_attachment}

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Kaniel Battles · ‎04-12-2021

How would you physically attach the attachment to an email? I am creating a pdf when the ticket is closed. It needs to be emailed to an external email address. Our ServiceNow instance is only accessible from within the company. @Ankur Bawiskar