Need to check if we can include details from RITM variables in the email Body

[is_12]

Hello,

Can we include details from RITM variables like catalog item in the email Body.

Flow is like first case will be created, then request & RITM.

[Sheldon Swift]

To clarify the ask, you have a Catalog Item (not a record producer), which generates a Requested Item. Somewhere along the way, a Case will be created, and you want to send a notification when that happens. Is that correct?

How are you creating the case?

[is_12]

On the portal, Once we submit the catalog item. Case will be generated.

[Sumanth16]

Hi @is_12 ,

Please write an email script & call it in your notification.

 

Name = "example_name"

(function runMailScript(current, template, email, email_action, event) {
        var gr = new GlideRecord('sc_cat_item');
        gr.addQuery('sys_id', current.sys_id);
        gr.query();
        if (gr.next())

        {
            if (gr.cat_item == 'sys_id_of_catalog1') {
                template.print(current.variables.server_1);
                template.print(current.variables.server_2);
                template.print(current.variables.server_3);
                email.setSubject("For catalog item 1");
            }

           else  if (gr.cat_item == 'sys_id_of_catalog2') {
                template.print(current.variables.database1);
                template.print(current.variables.database2);
                template.print(current.variables.database3);
                email.setSubject("For catalog item 2");
            }
        }

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


Then call this email script in the notification 

${mail_script:example_name}

Accept and hit Helpful if it helps.

Thanks & Regards,
Sumanth Meda

[Ayushi12]

Hi @is_12 
You can write email script and call mail script in notification:

${mail_script:show_variables}

Sample mail script:

template.print("Request item summary:\n");  
var item = new GlideRecord("sc_req_item");
item.addQuery("case_id", current.sys_id);  //Add your own Query 
item.query();
if (item.next()) {
    var keys = new Array();
    var set = new GlideappVariablePoolQuestionSet();
    set.setRequestID(item.sys_id);
    set.load();
    var vs = set.getFlatQuestions();
    for (var i=0; i < vs.size(); i++) {
      if(vs.get(i).getLabel() != '') {
         template.space(4);
         template.print('     ' +  vs.get(i).getLabel() + " = " + vs.get(i).getDisplayValue() + "\n");  
      }
    }
}
</mail_script>

If my response proves useful, please indicate its helpfulness by selecting "Accept as Solution" and " Helpful."

Thanks!