How to Include the Latest 3 Work Notes in Email Notifications

Community Alums · ‎06-20-2025

I’m working on a requirement where we need to send an email notification from a task (Change) that includes the latest 3 work notes in the email body.

Has anyone implemented a similar solution? I’m looking for the best approach to achieve this—whether through a notification template, scripted email, or email script.

Ehab Pilloor · ‎06-20-2025

Hi @Community Alums,

By default, glide.email.journal.lines is set to 3 but that includes Additional Comments too.

Use this email script to retrieve last 3 lines of Worknotes.

Note: This will work on Record insert or update.

(function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template,
    /* Optional EmailOutbound */
    email, /* Optional GlideRecord */ email_action,
    /* Optional GlideRecord */
    event) {

    var work_note = new GlideRecord("sys_journal_field");
    work_note.addEncodedQuery("element_id=" + current.sys_id + "^element=work_notes");
    work_note.orderByDesc('sys_created_on');
    work_note.setLimit(3);
    work_note.query();
    while (work_note.next()) {
        var user = new GlideRecord("sys_user");
        user.addQuery("email", work_note.sys_created_by);
        user.query();
        if (user.next()) {
            template.print('<hr>');
            template.print('<div style="display: flex; justify-content: space-between; align-items: center;">');
            template.print('<span><b>' + work_note.sys_created_on + ' - ' + user.name + '</b></span>');
            template.print('<span>(Work Notes (Internal))</span>');
            template.print('</div>' + work_note.value + '<br>');
        }
    }
})(current, template, email, email_action, event);

Regards,

Ehab Pilloor

View solution in original post

Ankur Bawiskar · ‎06-22-2025

@Community Alums

it should work fine.

Do you have minimum 3 work notes on that record?

what debugging did you do?

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

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader