Email Script not working when clicked on Preview Notification

[Lucky1]

Hello all,

I have configured a notification on my custom table, with When to run is whenever a record is created.

So, when the user receives email on this, I want to provide him a link to "create an Incident".

So, when the user clicks on it from the email he received, an Incident should be created in Service-now instance.

But before creating an Incident, it should check if the user is Active user in service-now and does he has 'itil' role.

The above condition I have not checked, but I have written an email script like this:

So, can someone help me in achieving this? Validating the email receiving user in Service-now and also create incident when clicked on the link.

Thank you,

Regards,

Lucky

[Ankur Bawiskar]

@Lucky1 

not a good practice to insert record from email script

Let them reply to that email and you can configure inbound action to create INC

OR

Have a link to portal where they can raise incident

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[Tanushree Maiti]

Hi @Lucky1 

Try this:

1: Create/update your Mail Script

(function runMailScript(/* Template */ template, /* TemplatePrinter */ email, /* Event */ event, /* Table */ current, /* EmailLog */ log) {

    var sysId = current.sys_id;

    var tableName = current.getTableName();

    var emailUrl = gs.getProperty('glide.servlet.uri') + 'nav_to.do?uri=';

    var mailto = "mailto:" + gs.getProperty('glide.email.smtp.from') +

                 "?subject=Create%20Incident%20from%20" + tableName%20+:%20" + sysId +

                 "&body=Ref:%20" + sysId;

    template.print('<a href="' + mailto + '">Create an Incident</a>');

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

2: Create an Inbound Email Action

Go to System Policy > Email > Inbound Actions > click New

• Name: Create Incident from Custom Table Email
• Type: Record Action
• Target Table: Incident [incident]
• Condition: email.subject.indexOf("Create Incident from") > -1

(function runAction() {

    var userGr = new GlideRecord('sys_user');

    userGr.addQuery('email', email.from);

    userGr.query();

    if (userGr.next()) {

        var isActive = userGr.active == true;

        var hasItil = userGr.hasRole('itil');

        if (isActive && hasItil) {

            current.caller_id = userGr.sys_id;

            current.short_description = email.subject;

            current.description = email.body.text;

            current.insert();

        } else {

            gs.log('User ' + email.from + ' attempted to create incident via email but failed active/itil validation.');

        }

    } else {

        gs.log('Inbound email sender ' + email.from + ' not found in sys_user table.');

    }

})();

[yashkamde]

Hello @Lucky1 ,

as per your conditions you can write the email script as this :

(function runMailScript(current, template, email, email_action, event) {
    var recipient = new GlideRecord('sys_user');
    if (!recipient.get(current.u_requested_for)) {
        template.print('Unable to identify requesting user. Incident not created.');
        return;
    }

    if (!recipient.active) {
        template.print('User is inactive. Incident not created.');
        return;
    }

    var hasItil = new GlideRecord('sys_user_has_role');
    hasItil.addQuery('user', recipient.sys_id);
    hasItil.addQuery('role.name', 'itil');
    hasItil.query();

    if (!hasItil.hasNext()) {
        template.print('User does not have the ITIL role. Incident not created.');
        return;
    }

    // Passed validation — create the incident
    var inc = new GlideRecord('incident');
    inc.initialize();
    inc.short_description = current.u_sd;
    inc.description = current.u_details;
    inc.caller_id = recipient.sys_id;
    var incSysId = inc.insert();

    if (incSysId) {
        var url = gs.getProperty('glide.servlet.uri') + 'incident.do?sys_id=' + incSysId;
        template.print('An incident has been created for you: <a href="' + url + '">' + inc.number + '</a>');
    } else {
        template.print('Incident creation failed. Please contact your administrator.');
    }
})(current, template, email, email_action, event);

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