Drew Davies Posted March 22, 2018 Share Posted March 22, 2018 Heya, I've been testing the SLA escalation events with the email notifications and have a couple of issues: 1) Both the 'Summary' variable and the 'Subject' variable is all lower case when sent in the email 2) The 'Status' variable in the email template includes the full status name exactly as in the database. This means it says 'status.open' rather than 'Open' 3) Customer name variable comes across as blank Are these things that can be fixed? Link to comment Share on other sites More sharing options...
Steve Giller Posted March 22, 2018 Share Posted March 22, 2018 I believe that if you use variables, the case of the placeholder affects the final value - so {{.H_summary}} will produce "Summary of the call where {{.h_summary}} will produce "summary of the call" and {{.H_SUMMARY}} will produce "SUMMARY OF THE CALL" Link to comment Share on other sites More sharing options...
Drew Davies Posted March 22, 2018 Author Share Posted March 22, 2018 Hi @DeadMeatGF, Looking at the other placeholders I think you may be right! Thanks for that, I'll give it a go and see if it sorts it out Link to comment Share on other sites More sharing options...
Victor Posted March 22, 2018 Share Posted March 22, 2018 6 minutes ago, Drew Davies said: Looking at the other placeholders I think you may be right! He is definitely right Link to comment Share on other sites More sharing options...
Drew Davies Posted March 22, 2018 Author Share Posted March 22, 2018 Hi @Victor, don't suppose you know the answer to the 'Status' part though do you? Link to comment Share on other sites More sharing options...
Victor Posted March 22, 2018 Share Posted March 22, 2018 6 minutes ago, Drew Davies said: don't suppose you know the answer to the 'Status' part though do you? I have answers for everything! .. (joking) On this occasion, I actually do have the answer! ... The variable will populate the template with whatever value is stored in the database. In case of request status, the value we store is status.* where * is either open, onhold, resolved, etc. So it will display like this... However, if you want your own (custom) text displayed instead of the database value (for "status.open" have "Open" displayed) you need to use the ESP conditions. Here is a quick overview of how they work: https://wiki.hornbill.com/index.php/Email_Templates (scroll down to "ESP Conditions" section). Give them a try... if you struggle with anything just let me know Link to comment Share on other sites More sharing options...
Drew Davies Posted March 22, 2018 Author Share Posted March 22, 2018 Oo looks interesting, hadn't considered using conditional text. I'll have a play - cheers Link to comment Share on other sites More sharing options...
Victor Posted March 22, 2018 Share Posted March 22, 2018 Perfect! I had a quick look at the wiki, and looking at the examples, I see that none of them actually show an example for string (character) comparisons.. only numbers (e.g. 0, 1...)... So, when doing string comparisons (such as staus being "status.open") in the expression, both the variable and the value need to be enclosed in quotes or apostrophes... (not just the value). Like this: It is a bit unusual if you're familiar with how a code works... To cater for all possible statuses, just chain them one after another. Because, as mentioned in there, "the variable will only be displayed if your expression is found to be true". And since there can be only one possible value you will have only one condition displaying its value. Hope this makes sense :) Link to comment Share on other sites More sharing options...
Drew Davies Posted March 22, 2018 Author Share Posted March 22, 2018 Hi @Victor This looks great, I can imagine a number of places this will come in useful. How come we don't have this same functionality within the ticket summary/descriptions when updating via the business process? (or do we and I just haven't seen it?) Link to comment Share on other sites More sharing options...
Victor Posted March 22, 2018 Share Posted March 22, 2018 9 minutes ago, Drew Davies said: same functionality within the ticket summary/descriptions when updating via the business process? uh... a bit vague ...sorry, do you have an example so I am sure I understand correctly what you would need (on the BP side)? Link to comment Share on other sites More sharing options...
Drew Davies Posted March 22, 2018 Author Share Posted March 22, 2018 Hi @Victor, I'm looking for a way to have the summary/description text be conditional according to various inputs in a single Automated Task without requiring a decision tree before hand Link to comment Share on other sites More sharing options...
Victor Posted March 23, 2018 Share Posted March 23, 2018 16 hours ago, Drew Davies said: have the summary/description text be conditional according to various inputs in a single Automated Task without requiring a decision tree before hand ahh ... I see... well that would be a no, I'm afraid ... "text to be conditional" would require some sort of functions or code in node design but we intentionally did not implement such functionality because it would make BP design too technical and non-tech users might struggle to understand or build such nodes... we try to keep it as simple as possible even if that means a more laborious BP design at times Link to comment Share on other sites More sharing options...
Drew Davies Posted March 23, 2018 Author Share Posted March 23, 2018 Ah that's a shame, are there no plans of enabling an 'Advanced Automated' node alongside all the others that already exist? Link to comment Share on other sites More sharing options...
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