"Your Hornbill request has been updated" - email template

[Martijn]

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

[Daniella R. Goral]

You can add the reference to the email templates in 

 

 

 

[James Ainsworth]

Hi @Martijn

In most cases if the variable is not being translated, it is because of a syntax error or the variable is empty.  Are you using the Variable picker to add the variable to the email template?

[Martijn]

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)

 

[James Ainsworth]

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.

 

 

[Martijn]

HI @James Ainsworth

it does not seem to work for any of the request / incidents.

Only have associated the Mailbox Role to the mailbox, that mailbox - isteam-nl role is on my account (and also other mailboxes) 

[Victor]

@Martijn check the source for the email template:

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):

[Martijn]

@Victor

 

Here is the sourcecodes for the templates. 

[Victor]

@Martijn ok, I need to have a look at some email examples to understand a bit better how are they send, where... I'll send you a PM.

 

[Victor]

@Martijn just to confirm, following our conversation and follow up with development this issue has been identified as a defect and a fix will be made available in the next Service Manager update.

 

[Victor]

Fixed in Service Manager build 2448.

[Martijn]

Cool , Thanks Vitor / Hornbill