@Mention email notification issue

[krishnanara]

In the OOB notification 'Activity Stream @Mention Email', I'm facing an issue with the email script ng_activity_mention_body. For some emails, the script executes correctly, providing the ticket number in the subject and link in the body. However, for other emails, the script doesn't execute, resulting in missing links and ticket details. Is there a fix for this inconsistency?

[Ankur Bawiskar]

@krishnanara 

in which cases it's failing?

are you able to identify any pattern for the failure?

[krishnanara]

I can't able to figure out that but I see the email script as below

[Ankur Bawiskar]

@krishnanara 

you need to identify the pattern and since this is OOTB better to raise a case with ServiceNow if you find some bug.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[krishnanara]

want to understand the below email script how this is working

(function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template,

    /* Optional EmailOutbound */

    email, /* Optional GlideRecord */ email_action,

    /* Optional GlideRecord */

    event) {

    //gs.info("current table is: " + current.table);

    //gs.info("current document is: " + current.document);

    var result = new ActivityMentionEmailValues().getEmailValues(current.table, current.document);

    //gs.info("Notification result is: " + result);

    if (result) {

        result = JSON.parse(result);

        email.setSubject(gs.getMessage("You have been mentioned in {0}", result.subjectText));

        template.print("<p style='color: #424E5B;margin: 0 0 12px;line-height: 26px;margin-bottom: 12px'>");

        template.print(gs.getMessage("You have been mentioned by {0} in", current.user_from.name));

        template.print("&nbsp;<a href='/nav_to.do?uri=" + result.className + ".do?sys_id=" + result.recordSysId + "'>" + result.linkText + "</a></p>");

    }

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