Email Templates - Session Variables

[samwoo]

Good mid-morning,

Can someone advise when the "Session" variables for the Email Templates will start working?

Whenever I include this variable in a Template then email from within a Request, it only shows the variable name such as {{session.Name}} instead of the values.

Thanks,

Samuel

 

[Martyn Houghton]

We have the same issue as @samwoo. None of the session variables appear to be matching and inserted.

We are on Platform 2958, Collaboration 979 and SM 1401.

Cheers

Martyn

[Guest Chaz]

Just wanted to confirm *who* was sending the email, or perhaps how it was being sent?

If it's an email sent from a Request using the new preview mode, then the session variables should take the current user's context and replace them just fine (as long as information is available).

If it's being sent by the BPM then it may not be sent without a user's context which would explain what's happening here as there will be nothing to replace it with.

[samwoo]

Hi @Chaz,

I was attempting to send the email from within the request using the Email Template functionality.

When including the session variables in the template, it remains unchanged and stays as the variable rather than the value.

Thanks,

Samuel

[Martyn Houghton]

@Chaz

As per @samwoo update it is a manual email be generated from the email action in Service Manage on the Request using the new HTML email preview option.

Cheers

Martyn

[Guest Chaz]

Thanks all, we were able to replicate and it affects the preview being loaded. It's being looked at and will be fixed in a future ESP release.

[Martyn Houghton]

@Chaz

Thanks for the update that this is being worked on.

Cheers

Martyn

[Lyonel]

It is now live and working
Just tried it this morning

[samwoo]

Hello,

I would like to make 3 requests:
 

1. Can we have Account variables used for Greetings (if I can avoid having to use Custom Fields that would be great)? Currently, in the main email templates, i have the following text:
   ____________________________________________________________________________________________________________________________________________
   Hi <Customer Name>,

   Text goes here

   Thanks,

   <Session User Name>,
   <Session User Job Title>
   ____________________________________________________________________________________________________________________________________________

   However quite a few users have said they wanted to use a different Greetings... a couple of people wanted to use "Dear" instead of "Hi", at least 3 people wanted to use "Hello" etc. 
   This also applies to Salutations as well,  for example, the word  "Thanks" some people wanted to say "Regards" etc.
   
   If we could have Greeting and Salutation fields against the user Account which could be defaulted to certain values and allow the user to change it will allow emails to become more personal. This means we could use it as per the next request below...
    

2. Have Additional Session Variables for the "Site Name" and if the above can be implemented, have "Greeting" and "Salutation" session variables
    

3. If "Salutation" and "Greeting" variables cannot be added for any reason (or in addition to the above), can we have Session Variables for the Custom Fields?

[Martyn Houghton]

+1 for Greeting and Salutation - analyst specific session variable.

Thanks

Martyn