Email Script not working when clicked on Preview Notification

Lucky1 · 3 weeks ago

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

Tanushree Maiti · 3 weeks ago

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.');

}

})();

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

View solution in original post

Tanushree Maiti · 2 weeks ago

Hi @Lucky1

emailUrl is not variable..

glide.email.smtp.from -- its the sys_property name .

Did you create the sys_properties, if it does not exist. Share the screen shot.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

Lucky1 · 2 weeks ago

Hello TanuShree,

Good Morning!!

Actually, I did not understand where we are using 'emailUrl' variable and what is the use of it.

Secondly,

Secondly, as I told you even if the property "glide.servlet.uri" is not available in my instance it is giving my instance url when checked in Scripts Background.

And finally, which property you are asking me to create and what value should be updated in it? And also, can you please tell me why creating a system property is needed here?

Thank you,

Regards,

Lucky

Tanushree Maiti · 2 weeks ago

Hi @Lucky1

1. For System property "glide.servlet.uri". Do not override. Refer: Demystifying glide.servlet.uri in ServiceNow

Can you run this 2 lines in your fix script/backgroud script. It is OOB.

var instance = gs.getProperty('glide.servlet.uri');

gs.print(instance);

2. for System property glide.email.smtp.from

Type sys_properties.List in Navigator
Create New
Set proper email id where you want to send the email

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

Lucky1 · 2 weeks ago

Hello TanuShree,

Yes, when I created that property "glide.email.smtp.from" and in the value I have kept my email address, then when I click on Create Incident, To is popping up with my email address.

But is it really needed to create this property?

Is there any way we can get the email address from the notification "Who will receive" ?

Also, one more thing, the incident is not getting created when I send the email to my email address.

If I am not wrong, I guess we need to give the instance url like dev12345@servicenow.com.

Am I right?

Regards,

Lucky

Lucky1 · 2 weeks ago

Hello TanuShree,

Good day!!

When I clicked on Create an Incident in the Preview notification, it is opening the mailbox and a new email is popping up. Good as of now.

But when I see the 'To' it is giving null like shown below:

Note:

Even if I don't see the System Property mentioned in the below line, it is giving me my service-now instance URL.

gs.getProperty('glide.servlet.uri');

But the other System property, is giving null.

gs.getProperty('glide.email.smtp.from');

Why?
Could you please help me?

Regards,

Lucky