Approval request is updating with empty short description and body details for ritms

[TejaswaniP]

We are receiving empty short description and body email notification for Approval request, even the condition has  mentioned type is not requested item. Could you please let us know how to solve this.

[Vishal Jaswal]

Hello @TejaswaniP 

I believe there is some issue going in the ServiceNow community today due to which the images attached are not visible, so can you add the image again please.

Also, elaborate more like this is an email notification script or e-mail notification created by you for the very first time or out-of-the-box which used to work before and suddenly stopped working due to a deployment or recent patch or upgrade.

[Ankur Bawiskar]

@TejaswaniP 

are you talking about OOTB "approval request" email notification on sysapproval_approver table?

image is broken.

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

[TejaswaniP]

this OOB email notification triggering unneccessarily. and the email is getting triggered for RITM.

[Ankur Bawiskar]

@TejaswaniP 

why unnecessarily?

Did you create separate approval notification for your RITM?

if yes then in OOTB email, advanced condition ensure you add this so that it doesn't trigger for your catalog item RITM

var gr = new GlideRecord("sc_req_item");
gr.addQuery("cat_item.name", "Your Item Name");
gr.addQuery('sys_id', current.sysapproval);
gr.query();
answer = !gr.hasNext();

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