Send Email Notifications

(function executeRule(current, previous /*null when async*/) {

  // Configuration: Define when to send email
  var sendEmail = false;
  var emailTo = '';
  var emailSubject = '';
  var emailBody = '';

  // Example 1: Send email when priority becomes Critical
  if (current.priority.changesTo('1')) {
    sendEmail = true;
    emailTo = current.assignment_group.manager.email.toString();
    emailSubject = 'URGENT: Critical Incident Assigned - ' + current.number;
    emailBody = 'A critical priority incident has been assigned to your team.\n\n' +
                'Number: ' + current.number + '\n' +
                'Short Description: ' + current.short_description + '\n' +
                'Caller: ' + current.caller_id.getDisplayValue() + '\n' +
                'Assigned to: ' + current.assignment_group.getDisplayValue() + '\n\n' +
                'Please review immediately: ' + gs.getProperty('glide.servlet.uri') +
                'incident.do?sys_id=' + current.sys_id;
  }

  // Example 2: Send email when incident is resolved
  if (current.state.changesTo('6')) {  // 6 = Resolved
    sendEmail = true;
    emailTo = current.caller_id.email.toString();
    emailSubject = 'Your Incident Has Been Resolved - ' + current.number;
    emailBody = 'Hello ' + current.caller_id.first_name + ',\n\n' +
                'Your incident has been resolved.\n\n' +
                'Resolution: ' + current.close_notes + '\n\n' +
                'If you have any questions, please reply to this email.\n\n' +
                'Thank you,\nIT Support Team';
  }

  // Send the email if conditions are met
  if (sendEmail && emailTo) {
    var mail = new GlideEmailOutbound();
    mail.setSubject(emailSubject);
    mail.setBody(emailBody);
    mail.addAddress(emailTo);

    // Optional: Add CC recipients
    // mail.addAddress(email, 'cc');

    // Optional: Set from address
    // mail.setFrom('no-reply@company.com');

    // Optional: Set reply-to
    // mail.setReplyTo(current.assigned_to.email.toString());

    mail.send();

    gs.info('Email sent to ' + emailTo + ' for incident ' + current.number);
  }

})(current, previous);