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06-20-2024 05:23 AM - edited 06-20-2024 07:42 AM
Hi,
I have an RITM that is getting created when Idea is Accepted. All the field values on the Idea are populated on the RITM variables form. But I have 3 issues.
This RITM is different from other Templates.
I only have requested for, Manager(of requested for), request made by variables are only created on the RITM.
1. In the Notification the values are undefined, left side of the Notification
2. Right side of the Notification,
Except for Requested for and Manager, all are undefined.
Email script of my Notification. Dot walking is not working? Only Requested for, Manager and Request made by values are there on the variables section.
(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */ event) {
// Add your code here
try {
gs.include('MailTemplate');
var mailTemplate = new MailTemplate();
var companyName = mailTemplate.getCompanyName();
var companyColor = 'blue';
if (email_action.name.indexOf('Incident opened') != -1 ||
email_action.name.indexOf('Incident commented') != -1 ||
email_action.name.indexOf('Incident Closed') != -1) {
companyColor = 'green';
}
var serviceDeskTitle = mailTemplate.getServiceDeskTitle();
var isPilot = mailTemplate.isPilot();
// Set the email subject
var ritm = current.cat_item.getDisplayValue();
email.setSubject(email_action.subject.replace("##RITM##", ritm).replace("##REQ_FOR##", current.request.requested_for.getDisplayValue()));
// Start building the HTML email template
var tableHeaderTitle = 'Request Received';
if (email_action.name.indexOf('Request Item Closed (complete)') != -1)
tableHeaderTitle = 'Request Completed';
if (email_action.name.indexOf('Request Item Closed (incomplete)') != -1)
tableHeaderTitle = 'Request Canceled';
if (email_action.name.indexOf('Request Item Closed (rejected)') != -1)
tableHeaderTitle = 'Request Rejected';
template.print('<table style="width: 700px; margin: 50px auto 50px auto; border: 2px ' + companyColor + ' solid; background: #fff; font-size: 12px; font-family: arial, sans-serif;" cellspacing="0" cellpadding="0" align="center">');
template.print('<tbody>');
// Add the header
template.print('<tr>');
template.print('<td colspan="2" style="padding: 9px; color: #fff; background: ' + companyColor + ';">');
template.print('<h1>' + companyName + ' ' + serviceDeskTitle + ': ' + tableHeaderTitle + '</h1>');
template.print('</td>');
template.print('</tr>');
template.print('<tr>'); // Start ROW
template.print('<td style="width: 400px; padding: 9px;">');
// Request details at the top
template.print('<p><table>');
template.print('<tr><td><strong>Requested Item:</strong></td><td>' + ritm + '</td></tr>');
template.print('<tr><td><strong>For User:</strong></td><td>' + current.u_requested_for.getDisplayValue() + '</td></tr>');
template.print('<tr><td><strong>Requires:</strong></td><td>NOTIFICATION ONLY, No Action Required.</td></tr>');
template.print('</table></p>');
template.print('<hr style="height: 1px; color: #ccc;" />');
// Introduction sentence taken from the notification form
if (email_action.u_template_email_message != '') {
var template_message = email_action.u_template_email_message.replace(/(?:\r\n|\r|\n)/g, '<br />');
template.print('<p>' + template_message.replace("##RITM##", ritm).replace("##REQ_FOR##", current.u_requested_for.getDisplayValue()) + '</p>');
} else {
template.print('<p>Hello --</p>');
//template.print('<p>A new request task has been assigned to you or your group for fulfillment. Please take the necessary steps to review and fulfill this request.</p>');
}
// Add Request Details
template.print('<table border="0" style="padding: 4px; border: 1px #ccc solid; background-color: #F2EDED;" width="100%"><tr><td>');
template.print('<p><ul>');
template.print('<li><strong>Requested for:</strong> ' + current.variables.u_requested_for_prj.getDisplayValue() + '</li>');
template.print('<li><strong>Manager:</strong> ' + current.variables.u_requested_for_prj.manager.getDisplayValue() + '</li>');
template.print('<li><strong>Request made by:</strong> ' + current.variables.u_request_made_by.getDisplayValue() + '</li>');
// Add specific details based on request type
// if (ritm == 'Business Unit Project Creation') {
// // Add specific details for SAP Security Access request type
// template.print('<LI><strong>Demand Number</strong> = ' + current.variables.u_demand_number);
// template.print('<LI><strong>SAP Number</strong> = ' + current.u_sap_number.getDisplayValue());
// }
template.print('</ul></p>');
// Attachments
mailTemplate.attachLinks(current.sys_id);
template.print('</td></tr></table>');
// Add the right summary column
template.print('<td style="width: 240px; vertical-align: top; padding-right: 5px; padding-top: 5px">');
template.print('<strong>Requested Item #:</strong> <a href="' + mailTemplate.getUri() + 'nav_to.do?uri=' + current.getLink() + '">' + current.number + '</a>');
if (current.assigned_to != '') {
template.print('<br><strong>Assigned To:</strong> ' + current.assigned_to.getDisplayValue() + '<br />');
template.print('<strong>Email:</strong> ' + current.assigned_to.email + '<br />');
}
template.print('<hr style="height: 1px; color: #ccc;" />');
template.print('<strong>Opened:</strong> ' + current.opened_at.getDisplayValue() + '<br />');
template.print('<strong>Requested For: </strong>' + current.u_requested_for.getDisplayValue() + '<br />');
template.print('<strong>Index: </strong>' + current.u_requested_for.user_name + '<br />');
template.print('<strong>Title: </strong>' + current.u_requested_for.title + '<br />');
template.print('<strong>Manager: </strong>' + current.u_requested_for.manager.getDisplayValue() + '<br />');
template.print('<strong>Location: </strong>' + current.u_requested_for.location.getDisplayValue() + '<br />');
template.print('<strong>Department: </strong>' + current.u_requested_for.department.getDisplayValue() + '<br />');
template.print('<strong>Business Phone: </strong>' + current.u_requested_for.phone + '<br />');
template.print('<strong>Email: </strong>' + current.u_requested_for.email + '<br />');
template.print('<hr style="height: 1px; color: #ccc;" />');
// Add more summary details if needed
template.print('</td>');
template.print('</tr>');
template.print('<tr>');
template.print('<td colspan="2" style="background: #ddd; padding: 9px; margin-top: 18px; text-align: center;">');
if (!isPilot) {
template.print('<a href="' + mailTemplate.getUri() + '">Login to Service Desk system</a>');
}
template.print('</td>');
template.print('</tr>');
template.print('</tbody>');
template.print('</table>');
} catch (ex) {
template.print('Error: Template: logicalis.htmlEmail.incident.ess.role Error Msg: ' + ex.message);
}
})(current, template, email, email_action, event);
3. On the RITM form as well its different from the variables. Help on this?
Thanks,
Vaishnavi
Solved! Go to Solution.
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06-20-2024 09:20 AM
Hi @Vaishnavi35 ,
As discussed, please update the script for variable's variable print on email notification and share the output.
-Thanks,
AshishKM
Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution
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06-20-2024 09:20 AM
Hi @Vaishnavi35 ,
As discussed, please update the script for variable's variable print on email notification and share the output.
-Thanks,
AshishKM
Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution