Insert a link to an Incident in my Survey Email Notifications
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‎10-08-2017 01:35 PM
Hi,
I am trying add some fields to a o insert a Survey Notification email link the user gets upon Incident Closure & that link should login user via SSO & open up in Service Portal for a user when they click on the link.
I managed to add the fields I was able to get from the XML of an Survey Trigger ID but unable to add the Link to Incident.
If I add a link such as below it completely stops printing all variables.
htmlContent += 'Link to Incident: /sp?id=ticket&table=incident&sys_id='+ sys_id+' ' +'<br />'+'<br />';
Below is a copy of my Email Notification code that works but not for Incident Link. If I add the above line it just quits. I must be missing something silly. Can you one guide me in the right direction. Thanks in Advance
var htmlContent = '';
htmlContent += '<html>';
htmlContent += '<head>';
var gr = new GlideRecord('incident');
gr.get(current.trigger_id);
htmlContent += 'We are always looking to improve our service and would appreciate your feedback regarding call '+ gr.number+' to the GSC.' +'<br />'+'<br />';
htmlContent += 'Number: '+ gr.number+'<br />';
htmlContent += 'Short Description: '+ gr.short_description + '<br />';
htmlContent += 'Opened Date/Time: '+ gr.sys_created_on + '<br />';
htmlContent += 'Resolved Date/Time: '+ gr.resolved_at + '<br />';
htmlContent += 'Closed Date/Time: '+ gr.closed_at + '<br />'+'<br />';
htmlContent += '</body>';
htmlContent += '</html>';
template.print(htmlContent);
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‎10-08-2017 03:59 PM
Hi,
Write an Notification script with the below line of code and call the same notification script in your Notification:
(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */ event) {
var url = 'https://' + gs.getProperty('instance_name') + '.service-now.com/your Portal Suffix?sys_id=' + current.sys_id + '&id=Mention your Id(if any)&table=Give your Table Name&view=sp';
template.print('<a href='+ url +'>' + current.number + '</a>');
})(current, template, email, email_action, event);
Hope this helps.Mark the answer as correct/helpful based on impact.
Regards,
Shloke
Regards,
Shloke
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‎10-08-2017 09:19 PM
Thanks Shloke,
I created a new Email Script & called for it in the Notification Email.
This seems to print the Survey Instance # instead of the Incident #. Any suggestions?
Thanks
(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */ event) {
var url = 'https://' + gs.getProperty('instance_name') + '.service-now.com/sp?sys_id=' + current.sys_id + '&id=ticket&table=incident&view=sp';
template.print('<a href='+ url +'>' + current.number + '</a>');
})(current, template, email, email_action, event);
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‎10-09-2017 01:48 AM
I was able to do the below & get the link in Email Notification & works.
Just need to be able to print the Incident # & have this link hyperlinked
htmlContent += 'Link to Incident: https://xxx.service-now.com/sp?id=ticket&table=incident&sys_id='+ gr.sys_id + '<br />'+'<br />';
var htmlContent = '';
htmlContent += '<html>';
htmlContent += '<head>';
var gr = new GlideRecord('incident');
gr.get(current.trigger_id);
htmlContent += 'We are always looking to improve our service and would appreciate your feedback regarding call '+ gr.number+' to the SP.' +'<br />'+'<br />';
htmlContent += 'Number: '+ gr.number+'<br />';
htmlContent += 'Short Description: '+ gr.short_description + '<br />';
htmlContent += 'Opened Date/Time: '+ gr.sys_created_on + '<br />';
htmlContent += 'Resolved Date/Time: '+ gr.resolved_at + '<br />';
htmlContent += 'Closed Date/Time: '+ gr.closed_at + '<br />'+'<br />';
htmlContent += 'Link to Incident: https://xxx.service-now.com/sp?id=ticket&table=incident&sys_id='+ gr.sys_id + '<br />'+'<br />';
htmlContent += '</body>';
htmlContent += '</html>';
template.print(htmlContent);