Want to show only the last additional comment or last work notes in notification for ritm

Sayan · ‎11-18-2020

I know that there is a setting in service now where I can change it from 3 to 1 in journal entry. But I don't want to do that. Also I have tried to write a mail script with all the examples available in community but that didn't work as well. Every time I am getting the last 3 updates all together.

Please advise over here

Jaspal Singh · ‎11-18-2020

My Bad.

Just to confirm are you using the format at

${mail_script:test123} i.e. an underscore.

If yes, when you do a preview are you selecting any specific record?

Also, can you try below script once.

(function runMailScript(current, template, email, email_action, event) {

          // Add your code here
	template.print('Worknotes'+current.work_notes.getJournalEntry(1));
	template.print('Comments '+current.comments.getJournalEntry(1));

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

Also, is there any specific reason for not using OOB functionality (system property)?

View solution in original post

Elijah Aromola · ‎11-18-2020

So in your notification there you're posting the entire comments/work notes. You would have to remove that. What is the name of your mail script? Unless that is the name of your mail script you need to update it.

Sayan · ‎11-18-2020

So when I remove the comments and work notes in the preview email it shows like this

the mail script name is test123

Elijah Aromola · ‎11-18-2020

You need to put that in your call thing, ${mail_script:test123}

Jaspal Singh · ‎11-18-2020

Hi Sayan,

You can do below.

1. Navigate to System Properties >> Email properties from Application navigator

2. Search for below & change the number to 1.

This would ensure that all the fields of type journal (worknotes, additional comments) used in notifiation will send always the last (1) comment/notes.

Sayan · ‎11-18-2020

Please read the initial query first before replying