question Approval request is updating with empty short description and body details for ritms in ITSM forum

Approval request is updating with empty short description and body details for ritms

TejaswaniP — Tue, 22 Jul 2025 14:42:58 GMT

We are receiving empty short description and body email notification for Approval request, even the condition has mentioned type is not requested item. Could you please let us know how to solve this.

Re: Approval request is updating with empty short description and body details for ritms

Vishal Jaswal — Tue, 22 Jul 2025 14:47:24 GMT

Hello @TejaswaniP

I believe there is some issue going in the ServiceNow community today due to which the images attached are not visible, so can you add the image again please.

Also, elaborate more like this is an email notification script or e-mail notification created by you for the very first time or out-of-the-box which used to work before and suddenly stopped working due to a deployment or recent patch or upgrade.

Re: Approval request is updating with empty short description and body details for ritms

Ankur Bawiskar — Tue, 22 Jul 2025 14:51:23 GMT

@TejaswaniP

are you talking about OOTB "approval request" email notification on sysapproval_approver table?

image is broken.

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

Re: Approval request is updating with empty short description and body details for ritms

Pradeep Thipani — Tue, 22 Jul 2025 14:53:55 GMT

Hi @TejaswaniP ,

Is any other email notification getting triggering? have you the the logs of email. Try to debug using email logs. Pls share screenshots if you need any further assistance.

Thanks,

Pradeep

Re: Approval request is updating with empty short description and body details for ritms

TejaswaniP — Tue, 22 Jul 2025 15:12:02 GMT

this OOB email notification triggering unneccessarily. and the email is getting triggered for RITM.

Re: Approval request is updating with empty short description and body details for ritms

Ankur Bawiskar — Tue, 22 Jul 2025 15:17:08 GMT

@TejaswaniP

why unnecessarily?

Did you create separate approval notification for your RITM?

if yes then in OOTB email, advanced condition ensure you add this so that it doesn't trigger for your catalog item RITM

var gr = new GlideRecord("sc_req_item"); gr.addQuery("cat_item.name", "Your Item Name"); gr.addQuery('sys_id', current.sysapproval); gr.query(); answer = !gr.hasNext();

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

Re: Approval request is updating with empty short description and body details for ritms

TejaswaniP — Tue, 22 Jul 2025 15:20:12 GMT

these are the email log details

Re: Approval request is updating with empty short description and body details for ritms

Pradeep Thipani — Tue, 22 Jul 2025 15:21:15 GMT

@TejaswaniP - What conditions you have added there to exclude RITMs from email notifications.

You can find the details below in related list how email is triggered,

Thanks,

Pradeep