Multi-line comments in notification template

[Varun30]

One of the requirement I was working on in Servicenow was to generate a notification when an RITM is commented. The issue was as follows:

When user enters multi-line comment on RITM for example:

"This is a test

This comment is on line 2"

I used an email script to add notification as:

template.print(current.comments.getJournalEntry(1))

This statement gives the latest comment on an RITM. 

On my notification, this comment above was displayed as:

2020-10-28 20:42:16 PDT - System Administrator (Additional comments) This is a test This comment is on line 2

The approach I used in this case is the mail script:

Step 1: Get the latest comment

var comment = current.comments.getJournalEntry(1);

Step 2: Split the comment by new line

var notes = comment.split("\n");

Step 3: Display each line using for loop along with template

for(var i=0;i<notes.length;i++){
      template.print('<div><font color="#4d148c" face="Segoe UI">' + notes[i] + '</font></div>');
}

The required output is:

2020-10-28 20:42:16 PDT - System Administrator (Additional comments)

This is a test

This comment is on line 2

Ensure that the newlines to html tag is unchecked.

You can now use this mail script in your notification.

These multi-line comments template can be confusing if you are new to ServiceNow. Please mark the article useful if this helped you in any way.

[Ramu6]

Hi Varun

can we exclude this line"2020-10-28 20:42:16 PDT - System Administrator (Additional comments)" from comments ?

Thanks and Regards

Ramu k

[Varun30]

I don't think so. 

[Rajkumar Sakthi]

Hi Ramu,

you can skip the first line in the for loop.

alternatively, you can change the font color as well. so that it will be hidden.

	template.print('<div style="color: #FFF;">' + notes[0] + "</div>");
	template.print('<strong><div style="color: darkorange;">');

	for(var i=1;i<notes.length;i++){
		template.print(notes[i]); 
	}

Regards

S Rajkumar