trigger email notification when an attachment is added to an incident

[Purushotham1992]

Hi ,

Trigger email notification when an attachment is added to an incident working fine but unable send with this body

1. Attachment by: Person that attached.

2. Attachment Date: [Date/Time]

3. You can view the attachment by clicking the link below.

4. *[link should take them to the incident.]

Event and email Notification created on incident table 

Business rule created on Attachment table 

Thanks in advance 

[siva krishna M2]

Hello @Purushotham1992 ,

Please update your business rule and mail scripts as below

Business rule:

var incAtt = new GlideRecord('incident');
incAtt.addQuery(current.table_sys_id,incAtt.sys_id);
incAtt.addEncodedQuery('assigned_to=');
incAtt.query();
if (incAtt.next()) {

var group = incAtt.assignment_group;

if (incAtt.get(current.table_sys_id)) {

var createB =current.sys_created_on+","+current.sys_created_by+','+incAtt.sys_id;

gs.eventQueue('incident.attachment.add',current,group,createB);

Mail script:

Create a mail script with name "test" using below script:

var t = event.parm2;

var k = t.split(",");

var user = new GlideRecord('sys_user');

user.get('user_name',k[1]);

var r= "1. Attachment by: "+user.name;

var cre ="2. Attachment Date: "+k[0];

template.print(r)

template.print(cre)

template.print("3.You can view the attachment by clicking the link ")

var url = "<button style='background-color:blue;border:5px solid black'><a href='your instance_url' "+ "/sp?id=ticket&sys_id="+k[2]+">Take me to the incident</a></button>

template.print(url)

use this mail script in notification using below line in body of notification

${mail_script:test}

If it helps kindly click on like icon and accept the solution

[Purushotham1992]

Hi @siva krishna M2 

After use of this script  i got below out put  with no link and when i click on button redirect to not found 

Business rule:

var incAtt = new GlideRecord('incident');
incAtt.addQuery(current.table_sys_id,incAtt.sys_id);
incAtt.addEncodedQuery('assigned_to=');
incAtt.query();
if (incAtt.next()) {

var group = incAtt.assignment_group;

if (incAtt.get(current.table_sys_id)) {

var createB =current.sys_created_on+","+current.sys_created_by+','+incAtt.sys_id;

gs.eventQueue('incident.attachment.add',current,group,createB);

Mail script:

Create a mail script with name "test" using below script:

var t = event.parm2;

var k = t.split(",");

var user = new GlideRecord('sys_user');

user.get('user_name',k[1]);

var r= "1. Attachment by: "+user.name;

var cre ="2. Attachment Date: "+k[0];

template.print(r)

template.print(cre)

template.print("3.You can view the attachment by clicking the link ")

var url = "<button style='background-color:blue;border:5px solid black'><a href='your instance_url' "+ "/sp?id=ticket&sys_id="+k[2]+">Take me to the incident</a></button>

template.print(url)

use this mail script in notification using below line in body of notification

${mail_script:test}

Thanks in advance 

[siva krishna M2]

Hello @Purushotham1992 ,

use below updated mail script and use above business rule

var t = event.parm2;

var k = t.split(",");

var link = "https://instanceid.service-now.com/incident.do?sys_id="+k[2];

var user = new GlideRecord('sys_user');

user.get('user_name',k[1]);

var r= "1. Attachment by: "+user.name;

var cre ="2. Attachment Date: "+k[0];

template.print(r)

template.print("\n");

template.print(cre)

template.print("\n");

template.print("3.You can view the attachment by clicking the link ");

template.print("\n");

template.print('<a href="' + link + '"');
template.print('style="' + backgroundColor + border + color + fontSize + fontFamily + textDecoration + webKitBorder + mozBorder + display + padding);
template.print('">');
template.print(gs.getMessage('Take me to the Incident'));
template.print('</a>');

If it helps, Kindly click on like icon and mark it as accepted solution

[Purushotham1992]

Hi @siva krishna M2  ,

I used this business rule and email script and checked event parm1 and parm2 with this body  but did not get view link and take me to button 

Body :

Attachment has been added to Incident

${mail_script:test}

out Put : 

Business Rule : 

var incAtt = new GlideRecord('incident');

incAtt.addQuery(current.table_sys_id,incAtt.sys_id);

incAtt.addEncodedQuery('assigned_to=');

incAtt.query();

if (incAtt.next()) {

var group = incAtt.assignment_group;

if (incAtt.get(current.table_sys_id)) {

var createB =current.sys_created_on+","+current.sys_created_by+','+incAtt.sys_id;

gs.eventQueue('incident.attachment.add',current,group,createB);

Email Script : 

use below updated mail script and use above business rule

var t = event.parm2;

var k = t.split(",");

var link = "https://instanceid.service-now.com/incident.do?sys_id="+k[2];

var user = new GlideRecord('sys_user');

user.get('user_name',k[1]);

var r= "1. Attachment by: "+user.name;

var cre ="2. Attachment Date: "+k[0];

template.print(r)

template.print("\n");

template.print(cre)

template.print("\n");

template.print("3.You can view the attachment by clicking the link ");

template.print("\n");

template.print('<a href="' + link + '"');
template.print('style="' + backgroundColor + border + color + fontSize + fontFamily + textDecoration + webKitBorder + mozBorder + display + padding);
template.print('">');
template.print(gs.getMessage('Take me to the Incident'));
template.print('</a>');

Thanks in advance