P. Nordqvist Posted May 15, 2018 Posted May 15, 2018 Hi, We have setup some routing rules to automatic log calls when the mail has a specific subject. When these calls are logged, an email is sent to the team, but the catalog item information is missing. The mail looks like this: Reference: SR00000229 Customer: Nordqvist, Per Service: Office / {{.H_catalog}} Summary: Mailsweeper block Info The email template used looks like this: Reference: {{.H_pk_reference}} Customer: {{Customer Coworker.H_name}} Service: {{.H_fk_servicename}} / {{.H_catalog}} Summary: {{.H_summary}} This only happens when any of our routing rules has created the call, not if the analyst logs the call manually. To me it looks like the emails are sent and bit too early before the call is completely logged with all necessary information. Regards Per
Martyn Houghton Posted May 15, 2018 Posted May 15, 2018 @P. Nordqvist Per It could be that the auto responder is not setting the catalog item when logging the incident. When you view the incident in question in the user app, is the Catalog items shown along with the Service in brackets in the right-hand panel? Cheers Martyn
P. Nordqvist Posted May 15, 2018 Author Posted May 15, 2018 @Martyn Houghton Hi Martyn, Yes, in the app the request looks good with the catalog item set as it should. Cheers Per
Martyn Houghton Posted May 15, 2018 Posted May 15, 2018 @P. Nordqvist What other nodes do you have in front of the email notification node in your BPM or is it the very first action? Cheers Martyn
P. Nordqvist Posted May 15, 2018 Author Posted May 15, 2018 @Martyn Houghton This is not an mail sent via BPM, this is the system mail when a team has been assigned. Regards Per
Victor Posted May 15, 2018 Posted May 15, 2018 3 hours ago, Martyn Houghton said: It could be that the auto responder is not setting the catalog item when logging the incident. @P. Nordqvist so @Martyn Houghton is somewhat right with this statement The AR is indeed not setting the catalog item... to be more precise it is not setting the catalog item name. It does however set the catalog item ID. These are the reasons why the a) request is showing the catalog item (because SM is using the ID to display the CI details) and why b) the variable in the email template is empty. I understand this is now being looked into by our dev team.
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