Email Notification - Variables info on the Email is not populating correctly

Vaishnavi35 — Thu, 20 Jun 2024 14:42:29 GMT

Hi,

I have an RITM that is getting created when Idea is Accepted. All the field values on the Idea are populated on the RITM variables form. But I have 3 issues.

This RITM is different from other Templates.

I only have requested for, Manager(of requested for), request made by variables are only created on the RITM.

1. In the Notification the values are undefined, left side of the Notification

2. Right side of the Notification,

Except for Requested for and Manager, all are undefined.

Email script of my Notification. Dot walking is not working? Only Requested for, Manager and Request made by values are there on the variables section.

(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template, /* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action, /* Optional GlideRecord */ event) { // Add your code here try { gs.include('MailTemplate'); var mailTemplate = new MailTemplate(); var companyName = mailTemplate.getCompanyName(); var companyColor = 'blue'; if (email_action.name.indexOf('Incident opened') != -1 || email_action.name.indexOf('Incident commented') != -1 || email_action.name.indexOf('Incident Closed') != -1) { companyColor = 'green'; } var serviceDeskTitle = mailTemplate.getServiceDeskTitle(); var isPilot = mailTemplate.isPilot(); // Set the email subject var ritm = current.cat_item.getDisplayValue(); email.setSubject(email_action.subject.replace("##RITM##", ritm).replace("##REQ_FOR##", current.request.requested_for.getDisplayValue())); // Start building the HTML email template var tableHeaderTitle = 'Request Received'; if (email_action.name.indexOf('Request Item Closed (complete)') != -1) tableHeaderTitle = 'Request Completed'; if (email_action.name.indexOf('Request Item Closed (incomplete)') != -1) tableHeaderTitle = 'Request Canceled'; if (email_action.name.indexOf('Request Item Closed (rejected)') != -1) tableHeaderTitle = 'Request Rejected'; template.print('<table style="width: 700px; margin: 50px auto 50px auto; border: 2px ' + companyColor + ' solid; background: #fff; font-size: 12px; font-family: arial, sans-serif;" cellspacing="0" cellpadding="0" align="center">'); template.print('<tbody>'); // Add the header template.print('<tr>'); template.print('<td colspan="2" style="padding: 9px; color: #fff; background: ' + companyColor + ';">'); template.print('<h1>' + companyName + ' ' + serviceDeskTitle + ': ' + tableHeaderTitle + '</h1>'); template.print('</td>'); template.print('</tr>'); template.print('<tr>'); // Start ROW template.print('<td style="width: 400px; padding: 9px;">'); // Request details at the top template.print('<table>'); template.print('<tr><td>Requested Item:</td><td>' + ritm + '</td></tr>'); template.print('<tr><td>For User:</td><td>' + current.u_requested_for.getDisplayValue() + '</td></tr>'); template.print('<tr><td>Requires:</td><td>NOTIFICATION ONLY, No Action Required.</td></tr>'); template.print('</table>'); template.print('<hr style="height: 1px; color: #ccc;" />'); // Introduction sentence taken from the notification form if (email_action.u_template_email_message != '') { var template_message = email_action.u_template_email_message.replace(/(?:\r\n|\r|\n)/g, ' '); template.print('' + template_message.replace("##RITM##", ritm).replace("##REQ_FOR##", current.u_requested_for.getDisplayValue()) + ''); } else { template.print('Hello --'); //template.print('A new request task has been assigned to you or your group for fulfillment. Please take the necessary steps to review and fulfill this request.'); } // Add Request Details template.print('<table border="0" style="padding: 4px; border: 1px #ccc solid; background-color: #F2EDED;" width="100%"><tr><td>'); template.print('<ul>'); template.print('<li>Requested for: ' + current.variables.u_requested_for_prj.getDisplayValue() + '</li>'); template.print('<li>Manager: ' + current.variables.u_requested_for_prj.manager.getDisplayValue() + '</li>'); template.print('<li>Request made by: ' + current.variables.u_request_made_by.getDisplayValue() + '</li>'); // Add specific details based on request type // if (ritm == 'Business Unit Project Creation') { // // Add specific details for SAP Security Access request type // template.print('<LI>Demand Number = ' + current.variables.u_demand_number); // template.print('<LI>SAP Number = ' + current.u_sap_number.getDisplayValue()); // } template.print('</ul>'); // Attachments mailTemplate.attachLinks(current.sys_id); template.print('</td></tr></table>'); // Add the right summary column template.print('<td style="width: 240px; vertical-align: top; padding-right: 5px; padding-top: 5px">'); template.print('Requested Item #: <a href="' + mailTemplate.getUri() + 'nav_to.do?uri=' + current.getLink() + '">' + current.number + '</a>'); if (current.assigned_to != '') { template.print(' Assigned To: ' + current.assigned_to.getDisplayValue() + ' '); template.print('Email: ' + current.assigned_to.email + ' '); } template.print('<hr style="height: 1px; color: #ccc;" />'); template.print('Opened: ' + current.opened_at.getDisplayValue() + ' '); template.print('Requested For: ' + current.u_requested_for.getDisplayValue() + ' '); template.print('Index: ' + current.u_requested_for.user_name + ' '); template.print('Title: ' + current.u_requested_for.title + ' '); template.print('Manager: ' + current.u_requested_for.manager.getDisplayValue() + ' '); template.print('Location: ' + current.u_requested_for.location.getDisplayValue() + ' '); template.print('Department: ' + current.u_requested_for.department.getDisplayValue() + ' '); template.print('Business Phone: ' + current.u_requested_for.phone + ' '); template.print('Email: ' + current.u_requested_for.email + ' '); template.print('<hr style="height: 1px; color: #ccc;" />'); // Add more summary details if needed template.print('</td>'); template.print('</tr>'); template.print('<tr>'); template.print('<td colspan="2" style="background: #ddd; padding: 9px; margin-top: 18px; text-align: center;">'); if (!isPilot) { template.print('<a href="' + mailTemplate.getUri() + '">Login to Service Desk system</a>'); } template.print('</td>'); template.print('</tr>'); template.print('</tbody>'); template.print('</table>'); } catch (ex) { template.print('Error: Template: logicalis.htmlEmail.incident.ess.role Error Msg: ' + ex.message); } })(current, template, email, email_action, event);

3. On the RITM form as well its different from the variables. Help on this?

Thanks,

Vaishnavi

Re: Email Notification - Variables info on the Email is not populating correctly

AshishKM — Thu, 20 Jun 2024 16:20:19 GMT

Hi @Vaishnavi35 ,

As discussed, please update the script for variable's variable print on email notification and share the output.

-Thanks,

AshishKM

question Re: Email Notification - Variables info on the Email is not populating correctly in ITSM forum

Email Notification - Variables info on the Email is not populating correctly

Re: Email Notification - Variables info on the Email is not populating correctly