Conditional Logic on Email Notifications

[sseverance]

For email notifications, is it possible to use conditional logic for what the email will contain? For instance, if the short description contains "application related request" then add another piece of information like the long description? 

[joshuajacks]

@sseverance 

Sure! Depending on what you're using to generate the notification, you can use a mail script:
https://www.servicenow.com/docs/r/platform-administration/c_ScriptingForEmailNotifications.html

Or if you're using the "send email" flow action, then you can specify the logic that creates the email body.

[Ankur Bawiskar]

@sseverance 

yes this is feasible

you can use email script and use script there to add dynamic email body, even dynamic subject etc

Scripting for email notifications 

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[Bhargavi Patel]

Hi @sseverance 

Yes. You can use Mail Scripts or Notification Email Scripts to add conditional logic to the email content.

if (current.short_description.indexOf("application related request") > -1) {
template.print(current.description);
}

This prints the long description only when the short description contains "application related request".

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.

[Tanushree Maiti]

Hi @sseverance 

You can easily add conditional logic to your email notifications using ServiceNow Email Scripts .

 This allows you to evaluate record data dynamically and print specific information—such as the long description—only when your conditions are met.

1.Create an Email Script:
Navigate to System Policy > Email > Notification Email Scripts >click New.

(function runMailScript(current, template, email, email_action, event) {

      var shortDesc = current.short_description.getDisplayValue();

    if (shortDesc.indexOf("application") > -1) {

         template.print("Additional Information: <br/>");

        template.print(current.description.getDisplayValue());

    }

})(current, template, email, email_action, event);

2.Add to Notification:
Open your target email notification. In the Message HTML body, call your script by typing

${mail_script:your_script_name}

 exactly where you want the conditional content to appear.