question Re: incident email notification priority in ITSM forum

incident email notification priority

sureshp89882164 — Thu, 27 Feb 2025 05:25:30 GMT

Need solution for the incident email notification template priority should be display as like value(1,2,3) instead of display as label(1-Critical, 2-High, 3-Moderate).

Re: incident email notification priority

Ankur Bawiskar — Thu, 27 Feb 2025 05:49:19 GMT

@sureshp89882164

how are you printing it?

If you are doing it using ${priority} then it will show the label

you will have to use email script for this and invoke this email script in notification body

(function runMailScript(current, template, email, email_action, event) { // Add your code here template.print('Priority' + current.priority); })(current, template, email, email_action, event);

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: incident email notification priority

Chetan Mahajan — Thu, 27 Feb 2025 05:56:06 GMT

Hello @sureshp89882164 ,

You can try the below logic in your email script and call it in your notification. If both the Label and Value are the same. and you want to print it like (1,2,3)

// Get the display value of priority var priorityDisplayValue = current.priority.getDisplayValue(); // Declare a temporary variable for the priority number var incPriority; // Use if-else to check display value and set the appropriate numerical value if (priorityDisplayValue == "1 - Critical") { incPriority = 1; } else if (priorityDisplayValue == "2 - High") { incPriority = 2; } else if (priorityDisplayValue == "3 - Moderate") { incPriority = 3; } else { // Default value or handle unexpected priority incPriority = "N/A"; } // Add the incPriority variable to the email template model where you want to use it template.print(incPriority);

Kindly mark correct and helpful, if applicable.

Re: incident email notification priority

sureshp89882164 — Thu, 27 Feb 2025 11:18:13 GMT

Hi Ankur,

template.print('Priority' + current.priority);

this email script is not working.

Actually i am using template is Major incident SMS notify template. This email script is not working in the template.

Re: incident email notification priority

sureshp89882164 — Thu, 27 Feb 2025 11:19:50 GMT

Hi Chetan,

Unfortunately this email script is not working.

Actually i am using the template is Major incident SMS notify template. This email script is not working in the template.

Re: incident email notification priority

Ankur Bawiskar — Thu, 27 Feb 2025 11:47:36 GMT

@sureshp89882164

where are you using that? share the complete details

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: incident email notification priority

sureshp89882164 — Thu, 27 Feb 2025 13:53:01 GMT

I am using this one in MIM SMS notify template

Re: incident email notification priority

sureshp89882164 — Fri, 28 Feb 2025 02:55:50 GMT

using in MIM SMS notification template. And this template is part of email notification(communications).

Re: incident email notification priority

Ankur Bawiskar — Fri, 28 Feb 2025 03:00:01 GMT

@sureshp89882164

if email script is supported there then it's feasible.

if you can use scripting then it's feasible

If not then it's not possible to achieve

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: incident email notification priority

sureshp89882164 — Fri, 28 Feb 2025 05:20:25 GMT

Please find the below one MIM SMS template