Need to add email button in RITM

[suuriyas]

HI Community,

I need to create a email button in RITM (similar to we have in inc) on click the email reply to, to subject and body needs to be populate

Subject will be short desc of the ritm and in body should have the variable details 

Like this i want to add email in ritm

How can we achieve this

[Ankur Bawiskar]

@suuriyas 

you need to enable email_client=true in Collection type Record on RITM table

Then configure email client template on RITM table similar to incident table

check this link on how to include variables in email client template

Syntax is {current.variables.variableName} in email body

Populate a Variable value from RITM into an Email Client Template 

Output:

I configured this email client template

This is the Output

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

[suuriyas]

HI @Ankur Bawiskar ,

Thanks for the reply.

For a particular catalog item variable we can manually do this by adding current.variables.variable_name

but those variables are not going to be there in different catalog items right?

For example Variable A is present in X catalog but that variable A wont be there in Y catalog.

How we can achieve this dynamic thing

[Ankur Bawiskar]

@suuriyas 

you can call email script and there you can write logic to fetch variables dynamically.

Simply create email script and call it using normal syntax

${mail_script:EmailscriptName}

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

[suuriyas]

HI @Ankur Bawiskar ,

I tried creating a mail script:

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

          /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,

          /* Optional GlideRecord */ event) {

var ritmRec = new GlideRecord('sc_req_item');

ritmRec.addQuery('request', current.sys_id);

ritmRec.query();

if (ritmRec.next()) {

    var vs = new GlobalServiceCatalogUtil().getVariablesForTask(ritmRec, true);

    for (var i = 0; i < vs.length; i++) {

        var isMRVS = lbl = vs[i].multi_row + "";

        var lbl = vs[i].label + "";

        var dis = vs[i].display_value + "";

        var visible = vs[i].visible_summary + "";

        if (isMRVS == 'true') {

            var vArr = vs[i];

            template.print("<div>" + "<strong>" + lbl + "</strong></div><hr>");

            for (var j = 0; j < vArr.table_variable.length; j++) {

                template.print("<div><strong>Row: </strong>" + (j + 1) + "</div>");

                var tblArr = vArr.table_variable[j];

                for (var k = 0; k < tblArr.length; k++) {

                    var mrvslbl = tblArr[k].label + "";

                    var mrvsdis = tblArr[k].display_value + "";

                    if (mrvslbl != '' && mrvsdis != '' && mrvsdis != 'false') {

                        template.print("<div>" + "<strong>" + mrvslbl + "</strong>" + ": " + mrvsdis + "</div>");

                    }

                }

                template.print("<hr>");

            }

        } else {

            if (lbl != '' && dis != '' && dis != 'false' && visible == 'true') {

                template.print("<div>" + "<strong>" + lbl + "</strong>" + ": " + dis + "</div>");

            }

        }

    }

}

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

and used it in email client template but it is not working