lee mcdermott Posted May 10, 2017 Share Posted May 10, 2017 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 Link to comment Share on other sites More sharing options...
lee mcdermott Posted May 10, 2017 Author Share Posted May 10, 2017 actually just found some old emails and these fields did seem to populate ok but no longer do? Link to comment Share on other sites More sharing options...
Victor Posted May 10, 2017 Share Posted May 10, 2017 @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)... Link to comment Share on other sites More sharing options...
lee mcdermott Posted May 11, 2017 Author Share Posted May 11, 2017 @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 Link to comment Share on other sites More sharing options...
lee mcdermott Posted May 12, 2017 Author Share Posted May 12, 2017 @Victor Hi Victor just wondering if you have managed to have a look at this yet or if there was any update? Link to comment Share on other sites More sharing options...
Victor Posted May 12, 2017 Share Posted May 12, 2017 @lee mcdermott I have no words.... I completely forgot about this topic ... No excuse. I will look into this right now. Link to comment Share on other sites More sharing options...
lee mcdermott Posted May 12, 2017 Author Share Posted May 12, 2017 @Victor haha no problem. Thanks, just let me know if you get anywhere. Link to comment Share on other sites More sharing options...
Victor Posted May 12, 2017 Share Posted May 12, 2017 @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? Link to comment Share on other sites More sharing options...
lee mcdermott Posted May 12, 2017 Author Share Posted May 12, 2017 @Victor hi, no you can log it on my behalf that's fine. You will be able to provide more relevant info . Link to comment Share on other sites More sharing options...
Victor Posted May 12, 2017 Share Posted May 12, 2017 @lee mcdermott yes, we will send you more info on this in the request we logged. Link to comment Share on other sites More sharing options...
Victor Posted June 2, 2017 Share Posted June 2, 2017 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. Link to comment Share on other sites More sharing options...
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