Issue firing Events/Notifications based on the Task table from Workflow/Business Rule

[Lavanya D]

Hi all,

I have a requirement to send a OOB Task level Notification for an external (user outside of servicenow) email id, I have created a branch activity and kept catalog task as well as Run script in workflow to handle in parallel , so first as soon as task gets created the run script to call the event  "sc_task.assigned.to.group" and sends notification to "abc@gmail.com".

 But only the event log is created, email is not sent for the above. I even tried to trigger event by creating "Create Event" in workflow but this is also just creating a event log , email is not sent.

So I tried the same even with Business rule, but still only the event log is created email is not sent or ignored. 

Note: I checked even the event parameters in the corresponding notification and tried, then too not working.

Any assistance would be greatly appreciated.

Thanks

Lavanya

[Ankur Bawiskar]

Hi Lavanya,

Is the event processed successfully?

How are you setting the recipient ? I could see you are using tsk.sys_id for parameter 1

you need to send recipient here; abc@gmail.com as event parm1

gs.eventQueue('sc_task.assigned.to.group', tsk,'abc@gmail.com');

Also ensure this checkbox is true on notification under Who will receive tab

Event parm 1 contains recipient > true

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Lavanya D]

Hi,

I tried this also gs.eventQueue("sc_task.assigned.to.group", tsk,"abc@gmail.com"); and also tried sending to 2 users gs.eventQueue("sc_task.assigned.to.group", tsk,"abc@gmail.com", "xyz@gmail.com");

Event Parameter 1 and Event Paramenter 2 is also checked in that notification.

But it is only getting recorded in event log, in email log nothing is getting sent.

Thanks,

Lavanya

[Ankur Bawiskar]

Hi Lavanya,

Is email sending enabled in your instance?

left nav email properties

If my reply solved your issue, please mark my answer as ✅ Correct & 👍Helpful based on the Impact.

Regards
Ankur

[Lavanya D]

Hi Ankur,

Yes both email sending and receiving are checked.

Email Script:

var grScTask = new GlideRecord('sc_task');
grScTask.addEncodedQuery("request_item.cat_item.sys_id=7c81caf91b5010103480fc86cc4bcb59^short_description=Task 1^state=1");
grScTask.orderByDesc('sys_created_on');
grScTask.setLimit(1);
grScTask.query();
if(grScTask.next())
{
gs.log("Running Email script .....");
var address = "abc@gmail.com";
var name = "ABC";
email.addAddress("to", address,name);
template.print(address);
email_action.recipient_users += address+",";
}

Can I use something like above, setting a recipient user. Please help me on this setting email script if we can do this.

[Ankur Bawiskar]

Hi Lavanya,

you can only set cc and bcc users via email script and not the recipient

Are you using proper email address? is abc@gmail.com proper email

Please give some valid email address and check

Regards
Ankur