In Eureka P5, when using a mail_script in the email client template, the script does not work. It only works when moving the contents of the script to the notification email scripts and using the script in the template body. Adding the script does not give a warning as the case when adding a script in the message body of an email notification.
- When adding the <mail_script>, the system does not warn to use scripts in Notification Email Scripts as is the case when adding the <mail_Script> in the notification body.
- Upgrading from earlier versions up to and including Eureka P4 ignores the script used in the body of the template.

Steps to Reproduce


1. Navigate to System Policy > Client Templates.
2. Click new to add a new template.
3. Provide a name and select the incident for the table.
4. In the body section, add the following script:
<mail_script>template.print("Hello World");</mail_script>
5. Save.
6. Go to an incident and click the email client. Notice that the body does not have the text "Hello World".
7. Navigate to System Policy > Notification Email Scripts.
8. Add a new script to use the above script:
template.print("Hello World");
9. Provide a name (mailtemplate) and Save.
10. Return to the template created in step 3.
11. Remove the mail_script line from the body and use the following line instead:
12. Repeat step 6. Notice that the line is now printed in the body section.


  1. Navigate to System Policy > Notification Email Scripts.
  2. Create a new script that you want the client email template to execute. Name it something identifiable.
    For example, XYZ.
  3. Navigate to System Policy > Email > Client Templates.
  4. Create or edit a template.
  5. In the Body field, enter ${mail_script:XYZ} where XYZ is the name of the previously created script.
  6. Save the template.

Related Problem: PRB611105

Seen In

Dublin EA 8
Dublin Patch 1
Eureka Patch 2
Eureka Patch 4 Hot Fix 1
Eureka Patch 5
Eureka Patch 6
Eureka Patch 7 Hot Fix 4

Fixed In


Associated Community Threads

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Article Information

Last Updated:2016-07-25 12:33:11