Populating email in reply from field when type of user is internal

[shubhamverm3478]

Hi,

I am trying to Populate email id under reply from field only when type of user is internal else It should not be populated.

How can I achieve this?

Also I want to change by default value of email id populated  under reply form field when type of user is internal.

Thanks in advance!

[Deborah Brown L]

Hi @shubhamverm3478 ,

You need to write  a after BR, 

Script:

if(current.user == 'internal'){

current.reply_from = 'abc@g.com';

}else{

current.reply_from = '';

}

Thanks

Please mark answer correct/helpful based on impact 

[shubhamverm3478]

Hi Deborah,

Script is working fine.When in first time I am selecting type of user as internal its populating email.However in next attempt when I am selecting another user type  email value is still present ,despite it should display null value.How can I achieve this?

[Rajesh Chopade1]

Hi @shubhamverm3478 

To achieve this requirement in ServiceNow, you can use client scripts to dynamically populate the "Reply From" field based on the type of user.

Create a Client Script

1. Navigate to Client Scripts:
• Go to All > System Definition > Client Scripts.
• Click New to create a new client script.
2. Configure the Client Script:
• Name: Provide a name for the client script.
• Table: Select the table you want this script to apply to, such as incident or task.
• Type: Select onChange.
• Field Name: Select the field that determines the user type, e.g., type_of_user.
3. Script Logic:
• Use the script to check the user type and populate or clear the "Reply From" email field accordingly.

Here is an example script:

(function executeRule(current, previous /*null when async*/) {
    // Field names
    var userTypeField = 'type_of_user';
    var replyFromField = 'reply_from_email';
    
    // Internal email address
    var internalEmail = 'internal@example.com';

    // Function to set or clear the reply from email
    function setReplyFromEmail() {
        var userType = g_form.getValue(userTypeField);

        if (userType === 'internal') {
            g_form.setValue(replyFromField, internalEmail);
        } else {
            g_form.clearValue(replyFromField);
        }
    }

    // Call the function when the script is loaded or the user type changes
    setReplyFromEmail();

    // Add an event listener for the user type field to handle changes
    g_form.getControl(userTypeField).onchange = setReplyFromEmail;
})(current, previous);

Set Default Values

To set default values for the "Reply From" email field based on the user type:

1. Add an onLoad Client Script:
• Create another client script with the type onLoad.
• Use this script to check the user type when the form is loaded and set the default value if the user is internal.

Here's an example onLoad client script:

(function() {
    // Field names
    var userTypeField = 'type_of_user';
    var replyFromField = 'reply_from_email';
    
    // Internal email address
    var internalEmail = 'internal@example.com';

    // Function to set or clear the reply from email
    function setReplyFromEmail() {
        var userType = g_form.getValue(userTypeField);

        if (userType === 'internal') {
            g_form.setValue(replyFromField, internalEmail);
        } else {
            g_form.clearValue(replyFromField);
        }
    }

    // Call the function when the form is loaded
    setReplyFromEmail();
})();

I hope my answer helps you to resolve your issue, if yes mark my answer helpful and correct.

THANK YOU

rajesh chopade

[shubhamverm3478]

Hi,

I tried using this script below

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

   if (isLoading || newValue === '') {

      return;

   }

   (function executeRule(current, previous /*null when async*/ ) {

    // Field names

    var userTypeField = 'u_type_of_user';

    var replyFromField = 'u_reply_from.u_from';

    // Internal email address

    var internalEmail = 'Reply_MBS@merckgroup.com';

    // Function to set or clear the reply from email

    function setReplyFromEmail() {

        var userType = g_form.getValue(userTypeField);

        if (userType === 'user_internal') {

            g_form.setValue(replyFromField, internalEmail);

        } else {

            g_form.clearValue(replyFromField);

        }

    }

    // Call the function when the script is loaded or the user type changes

    setReplyFromEmail();

    // Add an event listener for the user type field to handle changes

    g_form.getControl(userTypeField).onchange = setReplyFromEmail;

})(current, previous);

}

Its not working .I have attached screenshots of workspace url,reply from field,reply form email field,type of user field.Please let me know if any changes are required.