Email notification displays sys_id instead of value for referenced fields

[Roberto R]

Can anyone assist me with getting the fields to display correctly for non-text fields? It looks like it will display correctly only if the field is text but if it's a reference field or a drop down it's not pulling the displayed value for the variable.

For example (screenshot below)... the Manager/Department/Work Location variable is a lookup from the associates tables. The output is the sys_id of the selected manager/dept/location and not their display name.

template.print("Requested items: <br>");

var gr = new GlideRecord("sc_req_item");
gr.addQuery("request", current.sys_id);
gr.query();
while(gr.next()) {
    var stage = gr.stage.getDisplayValue();
    if (JSUtil.nil(stage))
        stage = gr.stage.getChoiceValue();
    template.print(gr.number + ": " + gr.cat_item.getDisplayValue() + ", Stage: " + stage + "<br>");
    
    // Retrieve and print variables for each requested item
    var variables = new GlideRecord('sc_item_option_mtom');
    variables.addQuery('request_item', gr.sys_id);
	    variables.orderBy("sc_item_option.order");
		variables.query();
    while(variables.next()) {
        var question = variables.sc_item_option.item_option_new.getDisplayValue();
        var answer = variables.sc_item_option.value.getDisplayValue();
        template.print(question + ": " + answer + "<br>");
    }
    template.print("<br>"); // Adds a space between items for better readability
}

[Kieran Anson]

Rather than querying the variable table(s) directly, you can use GlobalServiceCatalogUtil script include to fetch the information for you as an easy to enumerate array.

template.print("Requested items: <br>");

var requestItemGR = new GlideRecord('sc_req_item');
requestItemGR.addQuery('request', current.getUniqueValue());
requestItemGR.orderBy('number');
requestItemGR.query();

var scAPI = new GlobalServiceCatalogUtil();

while (requestItemGR.next()) {

    var requestItemStage = requestItemGR.getDisplayValue('stage');
    template.print(gs.getMessage('{0}: {1}, Stage: {2}<br>', [
        requestItemGR.getDisplayValue(),
        requestItemGR.getDisplayValue('cat_item'),
        requestItemStage
    ]));

    //Get Variables using OOB API
    var reqItemVars = scAPI.getVariablesForTask(requestItemGR /*, true - if you want MRVS*/ )

    //No Vars
    if (!reqItemVars || !Array.isArray(reqItemVars) || reqItemVars.length == 0) {
        template.print('<br>');
        continue;
    }
    reqItemVars.forEach(function(variable) {
        template.print(gs.getMessage('{0}: {1}', [variable.label, variable.display_value]));
        template.print('<br>');
    });

    template.print('<br>');

}

[Roberto R]

First, thank you so much for your help this solved everything except for one field which is a drop down. The drop down box for computer profile is listed the variable name "laptop_standard" instead of the display value of "Standard Laptop", screenshot attached.

[Kieran Anson]

Could you go Computer Profile question and take a screenshot showing the type and the method of which choices are populated (this will either be as a related list, or under the 'type specification' tab

[Roberto R]

Here you go.