Send Email Notifications

1(function executeRule(current, previous /*null when async*/) {
2
3  // Configuration: Define when to send email
4  var sendEmail = false;
5  var emailTo = '';
6  var emailSubject = '';
7  var emailBody = '';
8
9  // Example 1: Send email when priority becomes Critical
10  if (current.priority.changesTo('1')) {
11    sendEmail = true;
12    emailTo = current.assignment_group.manager.email.toString();
13    emailSubject = 'URGENT: Critical Incident Assigned - ' + current.number;
14    emailBody = 'A critical priority incident has been assigned to your team.\n\n' +
15                'Number: ' + current.number + '\n' +
16                'Short Description: ' + current.short_description + '\n' +
17                'Caller: ' + current.caller_id.getDisplayValue() + '\n' +
18                'Assigned to: ' + current.assignment_group.getDisplayValue() + '\n\n' +
19                'Please review immediately: ' + gs.getProperty('glide.servlet.uri') +
20                'incident.do?sys_id=' + current.sys_id;
21  }
22
23  // Example 2: Send email when incident is resolved
24  if (current.state.changesTo('6')) {  // 6 = Resolved
25    sendEmail = true;
26    emailTo = current.caller_id.email.toString();
27    emailSubject = 'Your Incident Has Been Resolved - ' + current.number;
28    emailBody = 'Hello ' + current.caller_id.first_name + ',\n\n' +
29                'Your incident has been resolved.\n\n' +
30                'Resolution: ' + current.close_notes + '\n\n' +
31                'If you have any questions, please reply to this email.\n\n' +
32                'Thank you,\nIT Support Team';
33  }
34
35  // Send the email if conditions are met
36  if (sendEmail && emailTo) {
37    var mail = new GlideEmailOutbound();
38    mail.setSubject(emailSubject);
39    mail.setBody(emailBody);
40    mail.addAddress(emailTo);
41
42    // Optional: Add CC recipients
43    // mail.addAddress(email, 'cc');
44
45    // Optional: Set from address
46    // mail.setFrom('no-reply@company.com');
47
48    // Optional: Set reply-to
49    // mail.setReplyTo(current.assigned_to.email.toString());
50
51    mail.send();
52
53    gs.info('Email sent to ' + emailTo + ' for incident ' + current.number);
54  }
55
56})(current, previous);