Send an email notification using Inbound email action through event

Sagar Solanki · ‎06-19-2019

Could you please help finding out where I am going wrong and how can I generated this notification?

I want to generate an email notification when any update is made to the incident in the closed state.

Here is my inbound email action (Please ignore the debug statements)

if(current.state == "7"){
gs.info('New condition satisfied, email received for closed ticket. Firing the event incident.updated.when.closed');
gs.eventQueue("incident.updated.when.closed",current, gs.getUserName());
gs.info('Event firing done');
}

In my notification who will receive it section, Event parm 1 contains recipient, Event parm 1 contains recipient, Send to event creator are checked.

I checked the system logs and found this which is expected.
Processed 'Update Incident (BP)', updated incident :INC0117787
New condition satisfied, email received for closed ticket. Firing the event incident.updated.when.closed
Event firing done

The event logs also have the expected logs:

However, the notification is not going out. I cannot see the notification in outbox(as email sending is disabled for dev instance).

Sagar Solanki · ‎06-19-2019

Hello Sanjiv,

I found what the problem was. When I send an email to my instance for a closed incident, the additional comments or work notes are updated and it is generating the event incident.updated which also has a notification email set up. Turns out that the recipients for both the notifications were same(me). I made below changes to the Inbound email action:

var sender = email.from.toLowerCase();
gs.eventQueue("incident.updated.when.closed",current, sender);

And my notification now has only Event parm 1 contains recipient and send to event creator checked, not Event parm 2 contains recipient.

I did these changes and the correct notification is now generating.

What I find weird, is that both of these notification have weight as 0 and in this case, ServiceNow should not skip/ignore notifications even if the recipients and target records are the same. Could you please shed some light on this?

Thank you once again for your help regarding this.

View solution in original post

SanjivMeher · ‎06-19-2019

I think, it should still work.

We were probably not sending the right values in the event. Instead of sysid, we should have passed the email id of the user. I think the below should work.

gs.eventQueue("incident.updated.when.closed",current,gs.getUser().getEmail())

Please mark this response as correct or helpful if it assisted you with your question.

Sagar Solanki · ‎06-20-2019

Hey Sanjiv,

Thank you for your suggestions. I checked passing the correct values in the event, however, it was still not working. Looking like there is a lock between two notifications.

Anyways, I figured it out with the changes I mentioned above.

Thank you once again for your response, Sanjiv.