RITM Variable Used In Notification (Send To)

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kevinthury
Tera Guru

‎08-18-2017 05:08 PM

We receive standard forms via email from individuals outside of our domain.   These email are generated by an auto process and are always sent by a generic Service Account that is not a user in our list.   As such the RITM are "Requested For = Guest"   The Inbound Email Action generates a RITM and the associated workflow extracts select comments from the Description and populates variables on the RITM.   Two of these variables are the sender's email address along with another pertinent email address.

Variable Names = 'submitter_email' & 'employee_email'

We are looking to utilize these extracted email addresses in a Notification, but am not having luck getting this to work.     The workflow is configured to create event, which will trigger the notification.  

Event Name = training.other

I'm certain scripting will be involved, but am not well versed yet.   I've found other similar topics for adding variables to Notifications and what I found generally references adding values to a body of the message, which I am able to do.

I am struggling with the email addresses and am hoping I can get some help here.   Thanks in advance.

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mohamadcharafed
ServiceNow Employee
ServiceNow Employee

‎08-19-2017 05:27 AM

Hi Kevin



So from what i understand, you generate a notification on the sc_req_item record and you want to CC the emails in the item variables : 'submitter_email' & 'employee_email'



You can create a Mail script which can go and fetch the variables and add them to the CC in your notification. You can use something like below in the mail script :



var item= new GlideRecord('sc_req_item');

item.get(current.sys_id);

email.addAddress("cc", item.variables.submitter_email,item.variables.submitter_email);

email.addAddress("cc", item.variables.employee_email,item.variables.employee_email);


For reference : http://wiki.servicenow.com/index.php?title=Scripting_for_Email_Notifications#Adding_CC_and_BCC_Recip...



Cheers


Mohamad


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thomasm1
Mega Contributor

‎05-29-2018 03:27 AM

Can someone show how this is done, step by step?

 

regards Thomas

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