Hi @sunitkapure ,
Here simply steps to achieve this.
1. goto Notification[sysevent_email_action] table, create new record and select appropriate table
For Example :Incident
2. When to send to tab; add the condition
3. who will receive tab; you can add any field value for example caller
4. goto Email Script [sys_script_email] create new record using below script; you can change cc from to as per your requirement
(function runMailScript(/* GlideRecord */ current, /* TemplatePrinter */ template,
/* Optional EmailOutbound */ email, /* Optional GlideRecord */ email_action,
/* Optional GlideRecord */ event) {
// Define the Manager's Gmail IDs (High Priority Recipients)
var managerEmails = ["bhavya.karanth@mail.com", "manager2@gmail.com"];
// Define the Employee's Gmail IDs (Low Priority Recipients)
var emailEmployeeAddresses = ["user1@example.com", "user2@example.com", "user3@example.com"];
// Check the current ticket's priority value
var priority = current.priority;
if (priority == 1 || priority == 2) {
// High Priority: Send to Managers
for (var i = 0; i < managerEmails.length; i++) {
// Add each email address to the BCC list
email.addAddress("cc", managerEmails[i]);
}
email.setSubject(current.getDisplayValue('priority')+" Priority Ticket: " + current.number + " (" + current.short_description + ")");
} else if (priority == 4 || priority == 5 || priority == 3) {
for (var i = 0; i < emailEmployeeAddresses.length; i++) {
// Add each email address to the BCC list
email.addAddress("cc", emailEmployeeAddresses[i]);
}
email.setSubject(urrent.getDisplayValue('priority')+"Low Priority Ticket: " + current.number + " (" + current.short_description + ")");
}
})(current, template, email, email_action, event);5. What it will contain section
The priority for ticket ${number} has been set/changed.
${mail_script:ticket_priority_recipients}
Details:
Short Description: ${short_description}
Priority: ${priority}
If this information proves useful, kindly mark it as helpful or accepted solution.
Thanks,
BK
