Notification got triggered to caller but Content (Body) was empty

[shubhi211]

when notification is getting triggered, then content i.e. Additional comment is not coming, only work notes is coming. What should be checked?

Notification which user received:

Notification (what it will contain):

[Sumanth16 · Accepted solution]

Hi @shubhi211 ,

you can use email script and include that email script in email body.

Email script will fetch the latest comments and print it

Something like this

var fieldName = 'comments';

var rec = new GlideRecord('sys_journal_field');
rec.orderByDesc('sys_created_on');
rec.addQuery('name', current.getTableName());
rec.addQuery('element', fieldName);
rec.addQuery('element_id', current.sys_id);
rec.setLimit(1);
rec.query();
if(rec.next()){

template.print("Latest comments: "+ rec.value);

}

If my response helped please mark it correct 

Thanks & Regards,

Sumanth Meda

[SN_Learn · Accepted solution]

Hi @shubhi211 ,

In order to print the comments and work notes, please try the below in notification email script:

(function runMailScript(current, template, email, email_action, event) {
	
template.print('WorkNotes: ' + current.work_notes.getJournalEntry(1));
template.print('Comments: ' + current.comments.getJournalEntry(1));
	
})(current, template, email, email_action, event);

Mark this as Helpful / Accept the Solution if this helps

[shubhi211 · Accepted solution]

One question team,

We should not use: ${comments_and_work_notes} ??????

as using ${comments_and_work_notes} the comments should get attached to the email but it is not getting attached to the??? why so

[SN_Learn · Accepted solution]

Hi @shubhi211 ,

This is the email script code.

So, you create a notification email script under table [sys_script_email]

Once created that need to be called in the notification as below:

${mail_script:notificationscriptName}

Check the below doc for details: Notification Email Scripts 

I am not able to find the email script named 'comments_and_work_notes' in PDI so looks like it is custom. Please provide the code of it to debug further. In the meanwhile, you can try the above scripts and call it in notification and test it.

[SN_Learn · Accepted solution]

Hi @shubhi211 ,

Thanks for providing reference:

I have tested it and it is working fine. Please take a look below:

In the notification, defined as below:

In your incident, please check if there are work notes or comments present or not.

[Priyanka_786]

@shubhi211 : Please share more information on the notification that you have configured to check further.

Regards,

Priyanka Salunke

[shubhi211]

what else to share??

Issue is only additional comment is not getting triggered, but Work notes are getting triggered correctly

[Sumanth16 · Accepted solution]

Hi @shubhi211 ,

you can use email script and include that email script in email body.

Email script will fetch the latest comments and print it

Something like this

var fieldName = 'comments';

var rec = new GlideRecord('sys_journal_field');
rec.orderByDesc('sys_created_on');
rec.addQuery('name', current.getTableName());
rec.addQuery('element', fieldName);
rec.addQuery('element_id', current.sys_id);
rec.setLimit(1);
rec.query();
if(rec.next()){

template.print("Latest comments: "+ rec.value);

}

If my response helped please mark it correct 

Thanks & Regards,

Sumanth Meda

[SN_Learn · Accepted solution]

Hi @shubhi211 ,

In order to print the comments and work notes, please try the below in notification email script:

(function runMailScript(current, template, email, email_action, event) {
	
template.print('WorkNotes: ' + current.work_notes.getJournalEntry(1));
template.print('Comments: ' + current.comments.getJournalEntry(1));
	
})(current, template, email, email_action, event);

Mark this as Helpful / Accept the Solution if this helps