How do I remove the actual SWQL query from the alert email if the incident ticket is not created?

cmarti

We are in the process of migrating from Remedy to ServiceNow. From time to time using Remedy, whenever a ticket is not created from SolarWinds we will get the actual SWQL query verbiage in the alert. I'm able to mimic that in my ServiceNow testing, but I would like to suppress the actual query from the alert email if the ticket is not created (see below).

This is the code I'm using in my alert to create the last line:

ServiceNow Incident:${N=SWQL;M=SELECT IncidentNumber FROM Orion.ServiceNow.AlertIncident WHERE AlertObjectID = ${N=Alerting;M=AlertObjectID}order by IncidentNumber DESC}

How do I remove the SWQL query from the alert email if the incident ticket is not created?

pratikjajal

Hi @cmarti ,

Ah, I see exactly what’s happening. Right now, your alert email is directly outputting the SWQL query in the <a> tag when there’s no matching record in ServiceNow. In SolarWinds, if a SWQL query returns no result, it will still render the query string itself in the email. To suppress it, you need to conditionally display the link only if a result exists.

Here’s how you can modify your alert HTML:

<tr>
<td><strong>ServiceNow Incident:</strong></td>
<td>
${N=SWQL;M=
SELECT
CASE
WHEN IncidentNumber IS NULL THEN ''
ELSE '<a href="' + IncidentURL + '">' + IncidentNumber + '</a>'
END
FROM Orion.ServiceNow.AlertIncident
WHERE AlertObjectID = ${N=Alerting;M=AlertObjectID}
ORDER BY IncidentNumber DESC
}
</td>
</tr>

Explanation:
1. CASE WHEN IncidentNumber IS NULL THEN '' – This ensures that if no ticket exists, nothing will appear in the email.
2. ELSE '<a href="' + IncidentURL + '">' + IncidentNumber + '</a>' – If a ticket exists, it creates the clickable link as before.
3. This eliminates the raw SWQL query from being printed when there’s no incident.
 Tip: You can also add a default text like "No Incident Created" in place of the empty string:

WHEN IncidentNumber IS NULL THEN 'No Incident Created'

Regards,
Pratik Jajal