Pull watch list emails script

[Thomas G]

Hi,

In an Email Client Template that has the incident_alert_task table set, I need to call an email mail script that pulls email(s) from members on the source incident watch list. I have tried a lot, but nothing seems to work. The following script should work, as far as I can see, but it is not. Can you figure out why?

Mail script 'getWatchListFromIncident':

(function() {
    var incidentGR = new GlideRecord('incident');
    
    // Get the incident ID from the source_incident reference in the current task
    var incidentId = current.incident_alert.source_incident;
    
    // Ensure the incident exists
    if (incidentId && incidentGR.get(incidentId)) {
        var emails = [];
        var watchList = incidentGR.watch_list;  // GlideList field
        
        // Iterate over each user in the watch list
        watchList.forEach(function(user) {
            var userGR = new GlideRecord('sys_user');
            if (userGR.get(user) && userGR.email) {
                emails.push(userGR.email);  // Add user email to the list
            }
        });

        // Return the emails as a comma-separated string
        return emails.join(', ');
    }
    
    return "";  // Return an empty string if no emails found or incident is invalid
})();

In the Cc field on the Email Client Template, I call the script via:

${mail_script:getWatchListFromIncident} 

but it does not pull emails from members on the watch list of the source incident

Best regards
Thomas

[Thomas G]

Hi Ramesh,

This is what I have right now:

Mail script 'getWatchListFromIncident':

(function() {
    var incidentGR = new GlideRecord('incident');
    
    // Get the incident ID from the source_incident reference in the current task
    var incidentId = current.incident_alert.source_incident;
    
    // Ensure the incident exists
    if (incidentId && incidentGR.get(incidentId)) {
        var emails = [];
        var watchList = incidentGR.watch_list.split(',');  // GlideList field
        
        // Iterate over each user in the watch list
        watchList.forEach(function(user) {
            var userGR = new GlideRecord('sys_user');
            if (userGR.get(user) && userGR.email) {
                emails.push(userGR.email);  // Add user email to the list
            }
        });

        // Return the emails as a comma-separated string
        return emails.join(', ');
    }
    
    return "";  // Return an empty string if no emails found or incident is invalid
})();

To test it, I go to an Incident Communication Task record (on the incident_alert_task table). It has an incident number in the source_incident-field and that incident has two users in the watch_list field.

I then click on the 'Compose' related link on the ICT-record and in the Cc and/or Bcc fields I enter:

${mail_script:getWatchListFromIncident} 

Then I press 'Send'. 

When inspecting the email in the sys_email table, no emails are added to Cc or Bcc fields. Actually those fields are not even visible in the Headers section. I guess the reason is that they are empty(?).

Best regards
Thomas

[Voona Rohila]

Hi @Thomas G 

You can check copied and Blind Copied Field on the Email record for CC and BCC Values.

[Thomas G]

Thanks, Voona,

I see that Copied and/or Blind copied values are empty when calling the email script from those fields, alas

Best regards
Thomas

[Ramesh Poola]

Hi Thomas,

I don't think we can call email notification script there, Instead I would suggest you to please include this code in script include or create a new script include and call it. It should work, I was following this method only for email client.

Please try once and let me know.

Best Regards,
Ramesh

[Ramesh Poola]

to call script include syntax is :
javascript: new APIName.ScriptIncludeName().FunctionName(

current.incident_alert.source_incident);

the script will be : 

getemails : function(incId) {
    var incidentGR = new GlideRecord('incident');
    
    // Get the incident ID from the source_incident reference in the current task
    var incidentId= incId ;
    
    // Ensure the incident exists
    if (incidentId && incidentGR.get(incidentId)) {
        var emails = [];
        var watchList = incidentGR.watch_list;  // GlideList field
        
        // Iterate over each user in the watch list
        watchList.forEach(function(user) {
            var userGR = new GlideRecord('sys_user');
            if (userGR.get(user) && userGR.email) {
                emails.push(userGR.email);  // Add user email to the list
            }
        });

        // Return the emails as a comma-separated string
        return emails.join(', ');
    }
    
    return "";  // Return an empty string if no emails found or incident is invalid
},