Missing information using custom fields in email template

[lee mcdermott]

Hi,

Most of our email templates use the custom_a, b etc fields. I am pretty sure I tested this when I initially set it up so not sure if something has changed as a result of an update?

But now when an email is generated a number of the custom fields do not populate on the email. It appears to be anything using a static drop down select box or static checkbox group?

All normal text fields seem to work and populate ok.

Should these fields still work for this type of drop down selection?

Any ideas?

 

thanks

 

lee

[lee mcdermott]

actually just found some old emails and these fields did seem to populate ok but no longer do?

[Victor]

@lee mcdermott .. I need some examples, like request references and emails (don't need to post the content of the email here, I can trace it in your mailbox)... 

[lee mcdermott]

@Victor

Hi Victor see screen shots attached as an example - new user form - was working as you can see, but now is not. I have included the email template for this as well.

 

So other examples are as follows

SR*367 User account management new user (prog capture) - working

SR*3473 User account management new user (prog capture) - not working

using email template emailapproval_new_user

 

SR*271 Technical support additional equipment request (prog capture) - working

SR*3460 - Technical support additional equipment request (prog capture)  - not working

using email template emailapproval_additional_equipment

 

SR*834 - mailbox access form - not working

SR*3457 new mobile phone - not working - new form created yesterday so have not managed to get it working at all yet.

 

thanks lee

 

 

[lee mcdermott]

@Victor

 

Hi Victor just wondering if you have managed to have a look at this yet or if there was any update?

[Victor]

@lee mcdermott I have no words.... I completely forgot about this topic  ... No excuse. I will look into this right now.

[lee mcdermott]

@Victor

 

haha no problem.

 

Thanks, just let me know if you get anywhere. 

[Victor]

@lee mcdermott right, I think I found why the info is missing from emails... and I think there is an(other) underlying issue that I need to investigate in more depth ...by this I mean Hornbill defect  ... It also means I need to log a request with our support team ... can I do this on your behalf or you prefer to use the support form?

[lee mcdermott]

@Victor

 

hi,

no you can log it on my behalf that's fine. You will be able to provide more relevant info .

[Victor]

@lee mcdermott yes, we will send you more info on this in the request we logged.

[Victor]

For future reference, the issue was caused by a Hornbill defect in which ProCap custom fields using static checkbox/dropdown boxes which are mapped to a custom field in requests table, would not populate the selected value in the designated/mapped custom field. Fixed in latest Service Manager update.