Email notification using m2m_kb_task table - group by task (INC##)

[Keszia]

Hi all

I want to create an email notification that is triggered when an article in attached to an incident (m2m_kb_task), and have the email contain all the articles that were attached to that single task. This is the email notification I have created:

I do not know how I can group all the articles into one email as the m2m_kb_task table adds each article separately. So not to spam the recipient with several emails when multiple article are attached to a single task, what conditions can I set to the email notification so that it is one email per task, regardless of how many articles are attached?

[Keszia]

Hi @Ankur Bawiskar 

I have followed these steps but somehow the email is not going to the outbox once the incident has been resolved. I would also like the links for the articles to direct to the SP rather than KB.

[Ankur Bawiskar]

@Keszia 

Did you follow all the steps?

Did you debug the components?

[Keszia]

@Ankur Bawiskar yes I followed all the steps. I don't know what you mean by debug the components, sorry.

[Ankur Bawiskar]

@Keszia 

did you add logs and see where it's failing?

Did you check event was triggered and processed?

Any error in email script by adding logs?

[Keszia]

Sorry I am not a developer, but trying to learn some of the basics. I don't know how to check those.

Here is what I have:

	Business Rule
Name	TC article attached to incident
Table	m2m_kb_task
When to run	Insert
Condition	current.task.number.toString().startsWith('INC')
Script	(see below)

(function executeRule(current, previous /*null when async*/ ) {
    // Trigger event with a short delay to allow for grouping

    var inc = new GlideRecord('incident');
    inc.get(current.task);

    var kbList = [];
    var gr = new GlideRecord('m2m_kb_task');
    gr.addQuery('task', current.task);
    gr.query();
    while (gr.next()) {
        var kbArticle = new GlideRecord('kb_knowledge');
        if (kbArticle.get(gr.kb_knowledge)) {
            kbList.push('<li><a href="' + kbArticle.getDisplayValue('sys_id') + '">' + kbArticle.getDisplayValue('short_description') + '</a></li>');
        }
    }
    if (kbList.length == 0)
        return;
    else {
        // Generate email body
        var emailBody = '<p>The following knowledge articles were attached to Incident ' + inc.getDisplayValue() + ':</p>';
        emailBody += '<ul>' + kbList.join('') + '</ul>';

        gs.eventQueueScheduled(
            'tc.articles_attached_to_incident', // Event Name
            current, // m2m Record
            inc.caller_id.name.toString(), // Parm1 (Optional)
            inc.caller_id.email.toString(), // Parm2 recipient
            GlideDateTime.add(30 * 1000) // 30 seconds delay
        );
    }

})(current, previous);

	Event Registration
Name	tc.articles_attached_to_incident
Table	m2m_kb_task
Queue/Script	(none)
Fired by	TC article attached to incident
Script	(see below)

	Email Notification
Name	Attached TC article email notification
Table	m2m_kb_task
When to send	Event is fired: tc.articles_attached_to_incident
Who will receive	Event param 2 contains recipient
Message HTML (contents stripped back)	Hi ${event.parm1}, You recently spoke to IT who helped you resolve your technology issue (${task.number}). For your reference, here are the article(s) shared with you: ${mail_script:tc_email_show_details}
Script/conditions	(none)

	Email Script
Name	tc_email_show_details
Script	(see below)

(function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template,
    /* Optional EmailOutbound */
    email, /* Optional GlideRecord */ email_action,
    /* Optional GlideRecord */
    event) {

    // Add your code here
    var inc = new GlideRecord('incident');
    inc.get(current.task);
    var kbList = [];
    var gr = new GlideRecord('m2m_kb_task');
    gr.addQuery('task', current.task);
    gr.query();
    while (gr.next()) {
        var kbArticle = new GlideRecord('kb_knowledge');
        if (kbArticle.get(gr.kb_knowledge)) {
            kbList.push('<li><a href="' + kbArticle.getDisplayValue('sys_id') + '">' + kbArticle.getDisplayValue('short_description') + '</a></li>');
        }
    }
    if (kbList.length == 0)
        return;
    else {
        // Generate email body
        var emailBody = '<p>The following knowledge articles were attached to Incident ' + inc.getDisplayValue() + ':</p>';
        emailBody += '<ul>' + kbList.join('') + '</ul>';
		template.print(emailBody);
    }

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