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"Your Hornbill request has been updated" - email template


Martijn

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Hi 

Would it be possible to add the reference to that email template (EmailConfirmationUpdatedIncident)
It seems that this email is triggered outside of any bussiness process, adding the variable to the referecence is not translated to the acutal req /inc number.

Regards, Martijn

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HI @James Ainsworth

Yes i used the picker to get the field in the email body.  but i could not get it in the subject by using the picker, used copy / past to get it there. 

Also added Description / Summary  in the body, this is how i get it back (both for incidents and reqeusts)

image.thumb.png.0560d4315158b78be785aaaf5055cc0a.png

 

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The syntax looks OK.  Is this template working for any of your requests or is this the same for all of them?  I'm thinking that variables are not being resolved could be to do with rights or access to the mailbox. 

I'd be interested to know if there are any associated roles on the shared mailbox that is being used to send these emails.

image.png

 

 

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@Martijn check the source for the email template:

image.png

In here, have a look how the variable is presented. Sometimes when copy/paste rich content it can put "unwanted" HTML tags or format special characters which actually break the variable. It will appear fine when displayed but the system won't be able to resolve as it does not have a correct syntax. So, when in Source, make sure the variables are like this (with no other characters or formatted special characters in the variable syntax):

image.png

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