Email Script with .hasRole() always evaulating 'true'

[Luke10]

Hello,

I'm working on an email script that should include a link to the incident ticket if the user role is 'itil' and if anything else they'll be directed to the ESS portal.

My if/else statement is working. But for some reason .hasRole is always 'true'. I thought it was because I was logged in as an admin, but when I impersonate a user with no roles, I still only get a notification with the incident link.

Can anyone spot what I'm getting wrong?

Thanks!

	var currentUser = gs.getUser();
	var link = current.getLink();
	
	template.print(currentUser.hasRole('itil'));
	if (currentUser.hasRole('itil')) {
		template.print('<a href="' + link + '">GO TO INCIDENT</a>');
	}
	else {
		template.print('<a href="https://dev.service-now.com/ess">GO TO PORTAL</a>');
	}

[Luke10]

Ah-ha. So, it works with current.caller_id. I think there may have been some confusion because the label say 'Requested for', but its field name in caller_id. But getting the user id then checking for the 'itil' role fixed the issue. Thanks, Mike!

[Jim Coyne]

Few question:

- How/when does it go out?
- What is the content of the email?
- Who does it go to?

The reason I ask is the roles the current user has may be irrelevant to the email.  I may trigger the email to go out to someone else, so whether I have "itil" or not should not matter.  It is the recipient that matters.

Take a look at the "Incident commented for ITIL" and "Incident commented for ESS" Notifications as examples. They are different because the audiences are different, which I believe is what you are looking for.

[Luke10]

It goes out with incident notifications. So, this email script will either provide the 'ticket link' or 'ESS link' with each notification. It should go to the 'requested for'.

[Dylan Mann1]

In that case, we don't want to use gs.getUser() you'll want to check if current.requested_for has the ITIL role. 

You can try this:

var isITIL = current.requested_for.hasRole('itil');

if(isITIL) {
   // has itil role logic
} else {
   // no itil role logic
}

If that doesn't work, or you want it to be more like hasRoleExactly() you can try this:

var gr = new GlideRecord('sys_user_has_role');
gr.addQuery('user', current.requested_for);
gr.addQuery('role', '282bf1fac6112285017366cb5f867469'); // ITIL Role Sys Id
gr.addQuery('inherited', false);
gr.query();

if(gr.next()) {
   // has itil role logic
} else {
   // no itil role logic
}

[Luke10]

Gave this a try. Ended up with role being undefined each time.