Prefix Subject of Certain Email Notifications only if Service = 'ABC'

[Leon Els]

Greetings friends,
I have a new requirement to Prefix email Notifications if Service = 'ABC', then the email subject should start with 'ABC - '.
Ideally, I would prefer not creating duplicate email notifications just for this Service and was hoping to use a script if possible.
Already consulted ChatGPT/CoPilot, could not get their recommended solutions to work.
Thanks in advance for any guidance.

Happy 2025 in advance!

[Ankur Bawiskar · Accepted solution]

@Leon Els 

use this in the IF condition

if(current.business_service.toString() == 'Give Your Exact Business Service Name Here')

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

[Runjay Patel]

Hi @Leon Els ,

Use below modified script, i have tested it working fine. Remove the subject from notification.

if (current.business_service && current.getDisplayValue('business_service') == 'SAP Enterprise Services') { // replace with your reference field name, i have used Service for incident
        // Prefix the subject with 'ABC - '
        email.setSubject('ABC - Runjay');

        // if getSubject() wont work then simply type your subject 
    }else{
		email.setSubject('Runjay');
	}

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Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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[Leon Els]

Thank you, @Runjay Patel !
Been making good progress with your guidance of removing the subject from the email notification and now I get the Prefix in the email!
However, it appears to negatively impact the rest of my email subject: (see below, issue is the INC # is not getting parsed)  

ABC - Incident 84KXwi61 has been Created - u9iq44HG

[Runjay Patel]

Hi @Leon Els ,

What impact? it should not have any impact, code will set the subject line. Let me know if need any further help on this?

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If you found my response helpful, please consider selecting "Accept as Solution" and marking it as "Helpful." This not only supports me but also benefits the community.

Regards
Runjay Patel - ServiceNow Solution Architect
YouTube: https://www.youtube.com/@RunjayP
LinkedIn: https://www.linkedin.com/in/runjay

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[Leon Els]

Please see two screenshots below, the text in red blocks are unexpected.
It should indicate my Incident Number and Short Description as indicated by the red arrows.

Thank you @Runjay Patel 

[Ankur Bawiskar]

@Leon Els 

you should use current.number and current.short_description to get the field values

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