Email Notification

Advanced email setup

Advanced conditions for email notifications:

To send a notification using an advanced condition, you can:

• Call a function that returns a value, or
• Set the global variable answer using a script

Note: Multilevel pivot reports can’t attach to email notifications.

• ${field-name}:
  • Source: Incident ${number} – comments added
  • Output: Incident MYINC0001128 – comments added
• ${URI}: View incident: ${URI}: View incident: LINK
• ${URI_REF}: View incident: ${URI_REF}: View incident: MYINC0001128
• ${reference-field.URI}: View Cause by change-({u_cause_by_change.URI}) : LINK
• ${reference-field.URI_REF}: View Cause by change-({u_cause_by_change.URI_REF}) : CHG0040007
• ${mail_script:script-name}: Add mail script to notification.
• Unsubscribe (${NOTIF_UNSUB}):  Unsubscribe
• Manage Preference (${NOTIF_PREFS+link_text=”Manage Preference”}): Manage Preference

To copy attachment from one record to another record. GlideSysAttachment.copy('sourcetable','sys_id','destinationtable','sys_id');

Email templates

It enable you to create reusable content for the subject line and message body of email notifications.

Email layouts

Create reusable content for the message body of email templates.

• We can use email layouts to:
  • Ensure all email notifications have a consistent layout such as always displaying a header, body, and footer.
  • Display static content on all email notifications such as a company logo or a background.
  • Declare inline styles available for use in the message body of an email template such as setting a text font, size, and color.
  • Provide users with links to common response actions such as unsubscribe from a notification or manage notification preferences.

Watermarks on notification emails

By default, the system generates a watermark label at the bottom of each notification email to allow matching incoming email to existing records. Each watermark includes a random 20-character string that makes it unique.

Troubleshooting notification emails

Trigger email through event

Events are special records the system uses to log when certain conditions occur and to take some kind of action in response to the conditions.

The eventQueue() method is part of the GlideSystem server-side API. The eventQueue() method inserts an event in an event queue. The eventQueue() method is typically passed four parameters but can also take an optional 5th parameter:

• Event name. Enclose the event name in quotes.
• GlideRecord object, typically current but can be any GlideRecord object from the event’s table.
• Any value that resolves to a string. This is known as parm1 (Parameter 1). Can be a string, variable that resolves to a string, or method that resolves to a string.
• Any value that resolves to a string. This is known as parm2 (Parameter 2). Can be a string, variable that resolves to a string, or method that resolves to a string.
• (Optional) Name of the queue to manage the event.
• Example:
  • gs.eventQueue(‘event.name’, GlideRecord, parm1, parm2); // standard form

Steps to create Event:

• Register an event in Event Registry.
• Create a business rule.
• Create an email notification and set Send when = “Event is fired” and select even which you have created.

Tables Used:-

• Event registry-sysevent_register
• Business Rule-sys_script
• Notification-sysevent_email_action