Mail is not triggering even though mail id is retrieving correctly

[nandini29]

There is a requirement to trigger an email notification to the Business Application Owner when an incident is resolved. To fulfill this requirement, I developed a Mail Script and included log statements to verify that the script is executing as expected.

Based on the system logs, I can confirm that the script is running and that the email address is being retrieved correctly. However, despite this confirmation, the email notification is not being sent to the Business Application Ownerand user is active

The current Mail Script is provided below for reference:

(function runMailScript(current, template, email, email_action, event) {

if (!current.u_application)
return;

var appGR = new GlideRecord('cmdb_ci_business_app');
appGR.addQuery('sys_id', 'IN', current.u_application);
appGR.query();

gs.info('Mail script triggered for Sev1/Sev2 incident.');

while (appGR.next()) {
var ownerGR = appGR.u_it_system_owner.getRefRecord();
email.addAddress("to", ownerGR.email.toString(), ownerGR.email.toString());
gs.info('Owner email: ' + ownerGR.email.toString());
}


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

[Ankur Bawiskar]

@nandini29 

you can't set the TO i.e. recipient via email script

Why not use Flow Designer for this

1) flow triggers when INC is resolved

2) then use "Send Email" flow action and set the recipient as App owner by dot walking your u_application field

For example I am picking Assigned to from Service field

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[nandini29]

Hi @Ankur Bawiskar 
Thanks for your response,
u_application is of list type not reference type, so unable to dot walk to the trigger the mail to app owner

[Ankur Bawiskar · Accepted solution]

@nandini29 

then do this

1) use "Lookup Records" on cmdb_ci_business_app with condition as Sys ID [IS ONE OF] INC.u_application 

2) then use "For Each" to iterate those records and then use "Send Email" flow action and pick owner of respective Business App

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[nandini29]

Thank you @Ankur Bawiskar , it is working