Hi All,
In ServiceNow, when the system sends a case update to customers, it includes only the last three additional comments. However, we want it to show all additional comments in the email update, not just the last three. We configured the email script below, which works great.
(function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */
email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */
event) {
// Add your code here
(function() {
// Initialize variables
var updates = '';
var gr = new GlideRecord('sys_journal_field');
gr.addQuery('element_id', current.sys_id); // Filter by the current record's sys_id
gr.addQuery('element', 'comments'); // Filter to include only comments
gr.orderByDesc('sys_created_on'); // Order by creation date
gr.query();
// Function to check if a user is internal
function isInternalUser(userEmail) {
if (userEmail.toLowerCase() === 'system') {
return true; // Consider 'System' user as internal
}
var user = new GlideRecord('sys_user');
user.addQuery('email', userEmail);
user.query();
if (user.next()) {
var userId = user.sys_id.toString();
var userRole = new GlideRecord('sys_user_has_role');
userRole.addQuery('user', userId);
userRole.addQuery('role.name', 'IN', ['snc_internal', 'itil']); // Check for snc_internal and itil roles
userRole.query();
var roles = [];
while (userRole.next()) {
roles.push(userRole.role.name.toString());
}
return roles.length > 0;
} else {
return false;
}
}
// Function to get user name by email
function getUserNameByEmail(userEmail) {
var user = new GlideRecord('sys_user');
user.addQuery('email', userEmail);
user.query();
if (user.next()) {
return user.name.toString();
} else {
return userEmail; // Return email if user not found
}
}
// Loop through the updates and concatenate them
while (gr.next()) {
var userEmail = gr.sys_created_by.toString();
var userName = getUserNameByEmail(userEmail);
var isInternal = isInternalUser(userEmail);
var backgroundColor;
if (userEmail.toLowerCase() === 'system') {
backgroundColor = '#d3d3d3'; // Darker gray for 'system' user
} else {
backgroundColor = isInternal ? '#FFFFFF' : '#f0f0f0'; // Internal comments in White, external comments in light gray
}
updates += '<tr style="background-color:' + backgroundColor + ';">';
updates += '<td style="padding: 10px; border: none; border-radius: 5px; font-family: Helvetica; font-size: 10pt;">';
updates += '<b>' + gr.sys_created_on.getDisplayValue() + ' - ' + userName + ':</b><br>';
updates += '<div style="padding: 10px; margin-top: 5px; border-top: 1px solid #ccc; font-family: Helvetica; font-size: 10pt;">' + gr.value.replace(/\n/g, '<br>') + '</div>';
updates += '</td>';
updates += '</tr>';
}
// Add the updates to the email body
template.print('<html><body style="font-family: Helvetica, sans-serif; line-height: 1.6; font-size: 10pt;">');
template.print('<table style="width: 95%; max-width: 850px; border-collapse: collapse; margin: auto; border: none;">');
template.print(updates);
template.print('</table>');
template.print('<table style="width: 95%; max-width: 850px; border-collapse: collapse; margin: auto; border: none; margin-top: 10px;">');
template.print('<tr style="background-color: #d3d3d3;">'); // Darker gray for case description
template.print('<td style="padding: 10px; border: none; border-radius: 5px; font-family: Helvetica; font-size: 10pt;">');
template.print('<b>Case Description:</b><br>');
template.print('<div style="padding: 10px; margin-top: 5px; border-top: 1px solid #ccc; font-family: Helvetica; font-size: 10pt;">' + current.description.replace(/\n/g, '<br>') + '</div>');
template.print('</td>');
template.print('</tr>');
template.print('</table>');
template.print('</body></html>');
})();
})(current, template, email, email_action, event);
However, some customers, typically in Asia, have reported an issue where the case description includes some codes, as shown in the screenshot below:
Any thoughts?
did you print if any of that comment has HTML content in it?
print just before this line of code where you are getting the value
If my response helped please mark it correct and close the thread so that it benefits future readers.
