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Custom fields not pulling through to email


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Hello,

We have had this issue twice now on our log against existing standard change tickets, with it all working correctly in between the incidents and no changes made.

This is what it looks like when it doesn't work:image.png.050b9f0f1187d923a48eeb630afa7157.png

This is the section of the BPM that is grabbing the scheduled date and time and assigning it to custom field 22/23.

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Below is part of the config showing the custom fields being updated with the start and end date.

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Below screenshot is showing the get request details before the email is sent out.

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Part of the get request details node config.

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We cannot see any issues within the BPM of email template as this has worked for the majority of standard changes sent out apart from a couple that have emailed out just showing the custom field tag rather than the data it should be pulling. 

Could someone please take a look for us?

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@StephC there is the possibility that the get request details is not completing before the email notifications starts, if that makes sense so in that case it maybe that the details are not available to the email template - you could test this by putting in a suspend await expiry between these two nodes and setting that to 1 minute - might be worth trying?

Also on a side note, it is now possible to use email template across any request type, so this means you can create a Change Request email template (and call it from your business process).  The Change Request entity has the scheduled dates available as variables, so you would not need to map them to custom fields as you do now just to send them in an email template.

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Hope that helps

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