An incident requires your attention:
| Number | ${number} |
| Priority | ${priority} |
| State | ${state} |
| Description | ${short_description} |
| Assigned To | ${assigned_to} |
| Assignment Group | ${assignment_group} |
| Opened | ${opened_at} |
The following incident has been escalated and requires immediate attention:
| Number: | ${number} |
| Priority: | ${priority} |
| Description: | ${short_description} |
| Assigned To: | ${assigned_to} |
| Assignment Group: | ${assignment_group} |
| Escalation Level: | ${escalation} |
A new Priority 1 incident requires immediate attention.
Number: ${number}
Description: ${short_description}
``` ### Step 5: Configure Recipients **Recipient Options in sysevent_email_action:** | Field | Purpose | |-------|---------| | `recipient_users` | Specific user sys_ids (comma-separated) | | `recipient_groups` | Group sys_ids - emails all members | | `send_to_event_creator` | User who triggered event | | `send_to_event_parm_1` | First parameter from gs.eventQueue | | `send_to_event_parm_2` | Second parameter from gs.eventQueue | | `recipient_fields` | Record field containing user reference | | `send_self` | Send to user who made change | | `exclude_delegates` | Skip delegate users | | `email_template` | Reference to reusable template | **Field-Based Recipients:** ``` Tool: SN-Update-Record Parameters: table_name: sysevent_email_action sys_id: [notification_sys_id] data: recipient_fields: "assigned_to,opened_by,caller_id" # Comma-separated fields ``` **Group Recipients:** ``` Tool: SN-Update-Record Parameters: table_name: sysevent_email_action sys_id: [notification_sys_id] data: recipient_groups: [group1_sys_id],[group2_sys_id] ``` ### Step 6: Create Mail Script for Dynamic Recipients Mail scripts allow complex recipient logic beyond simple field references. **Create Mail Script:** ``` Tool: SN-Create-Record Parameters: table_name: sys_script_email data: name: "Get On-Call Manager" description: "Returns the on-call manager for the assignment group" script: | // Mail script to find on-call manager // 'current' is the record, 'email' is the GlideEmailOutbound object (function runMailScript(current, template, email, email_action, event) { // Get on-call rotation for assignment group var oncall = new GlideRecord('on_call_rotation'); oncall.addQuery('group', current.assignment_group); oncall.addQuery('active', true); oncall.query(); if (oncall.next()) { // Add on-call user as recipient var user = new GlideRecord('sys_user'); user.get(oncall.user); if (user.isValidRecord() && user.email) { email.addAddress('to', user.email, user.name); gs.info('Mail script: Added recipient ' + user.email); } } // Optionally add escalation manager if (current.escalation > 1) { var manager = current.assignment_group.manager; if (manager && manager.email) { email.addAddress('cc', manager.email, manager.name); } } })(current, template, email, email_action, event); ``` **Associate Mail Script with Notification:** ``` Tool: SN-Update-Record Parameters: table_name: sysevent_email_action sys_id: [notification_sys_id] data: sys_script_mail: [mail_script_sys_id] ``` **Advanced Mail Script - Manager Hierarchy:** ``` Tool: SN-Create-Record Parameters: table_name: sys_script_email data: name: "Get Manager Chain" description: "Adds manager hierarchy up to specified levels" script: | (function runMailScript(current, template, email, email_action, event) { var MAX_LEVELS = 3; var userId = current.assigned_to.toString(); for (var level = 0; level < MAX_LEVELS && userId; level++) { var user = new GlideRecord('sys_user'); user.get(userId); if (user.isValidRecord() && user.manager) { var manager = new GlideRecord('sys_user'); manager.get(user.manager); if (manager.isValidRecord() && manager.email) { email.addAddress('cc', manager.email, manager.name); userId = manager.sys_id.toString(); } else { break; } } else { break; } } })(current, template, email, email_action, event); ``` ### Step 7: Create Email Template Email templates allow reusable HTML/text formatting. **Create Email Template:** ``` Tool: SN-Create-Record Parameters: table_name: sysevent_email_template data: name: "Incident Alert Template" description: "Standard template for incident notifications" subject: "${number}: ${short_description}" message_html: |An incident requires your attention:
| Number | ${number} |
| Priority | ${priority} |
| State | ${state} |
| Description | ${short_description} |
| Assigned To | ${assigned_to} |
| Assignment Group | ${assignment_group} |
| Opened | ${opened_at} |
A critical incident requires immediate attention.
| Number: | ${number} |
| Description: | ${short_description} |
| Caller: | ${caller_id} |
| Assignment Group: | ${assignment_group} |
You have a pending approval request.
Request: ${document_id.number}
Requested By: ${document_id.requested_for}
``` ### Example 3: SLA Breach Warning ``` Tool: SN-Create-Record Parameters: table_name: sysevent_email_action data: name: "SLA Warning - 75% Elapsed" event_name: "sla.warning" collection: "task_sla" active: true condition: "percentage>=75^percentage<100" subject: "SLA Warning: ${task.number} at ${percentage}%" recipient_fields: "task.assigned_to" content_type: "text/html" message_html: |The following task is approaching SLA breach:
| Task: | ${task.number} |
| SLA: | ${sla.name} |
| Percentage: | ${percentage}% |
| Time Remaining: | ${business_time_left} |