Can anyone help me with including Emails in the “Activities” in a Change Request Form?

Thanks.

To configure this property:

Navigate to System Properties > UI Properties.
Locate the following property:
“List of roles (comma separated) that can view emails in the Activity Formatter when “Sent/Received Emails” are included.”
Add roles to the property, separated by commas.
These are the only roles that can see emails in the activity formatter. All other roles are blocked from seeing emails. If no roles are listed, all users can see emails. As of the Berlin release, the itil role is on the list by default.
Click Save.

Simplest way is just to script the update into the ‘Comments’ field of the incident record.

How can I add Outage record update of an Incident in the activity log so that users can review the outage changes in the activity log..?

Thanks.

Steve, this is a great modification for those who use the variable editor. We’ve stayed away from it for the most part but we’re starting to use it in some limited cases, and having an easy way to see which variables have been changed as the task is processed is going to be very useful for us. Thanks for providing this solution.

Thanks a bunch, I really like this solution.
Michele

Michele,
What we have done is created a business rule on our sc_task table that populates the worknotes on the task with the variable changes.
This might give you a idea for the item table.
I can see creating a new journal field specifically for variable changes if you didn’t want them in the work notes.

Table: sc_task
When: Before
Update=true

var questions = getQuestions(current.request_item.sys_id, current.sys_id);

var workNote = ”;
for (name in current.variable_pool) {
if (previous.variable_pool[name] != current.variable_pool[name]) {
var q = getQuestion(questions, name);
if (workNote != ”) {
workNote += ‘\n\n’;
}
if (q != null) {
workNote += “Question ‘” + q.getLabel() + “‘ changed to:\n” + current.variable_pool[name].getDisplayValue();
} else {
workNote += “Question ‘” + name + “‘ changed to:\n” + current.variable_pool[name].getDisplayValue();
}
}
}
if (workNote != ”) {
current.work_notes.setJournalEntry(workNote);
}

function getQuestion(questions, name) {
for (var x = 0; x < questions.size(); x++) {
var q = questions.get(x);
if (q.getName() == name) {
return q;
}
}
return null;
}

function getQuestions(itemID, taskID) {
var qs = new Packages.com.glideapp.servicecatalog.variables.VariablePoolQuestionSet();
qs.setRequestID(itemID);
qs.setTaskID(taskID);
qs.load();
var fQuestion = qs.getFlatQuestions();
return fQuestion;
}

I’m about to start looking at business rule that captures all the field changes on update (like when we send email notification on Incident updated to the watchlist with a list of the changed fields/values) but I suspect it doesn’t treat the variables as field changes. Also want to look at onSubmit client script to try to capture what variables may have been changed.

I really just want to let the approver know if any of the variables have changed before they approve again. If we can show in a journal field or something that variable “How many users are impacted” changed from 3 to 300 that would be enough. Not a great example but you get the idea.

Any thoughts on this?

Thanks,
Michele

@Michele, I’ve never seen that done. You’d likely have some pretty significant jelly scripting in front of you if you wanted to do that.

Thanks-Michele