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Company Name not being populated on email


Berto2002
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I have the following nodes where the expression uses the company picked up from the "get customers company" node to make a decision about whether or not to send an email and that works (We only get the email under the right circumstances):

image.png.07435d44a983cd2e02ef64cf48cbc1e9.png

The email has the following statement:

"{{.H_fk_user_name}} who works for {{.H_company_name}} has been issued with a Mobile Phone / SIM and you asked to be notified for billing purposes"

But the result when sent is:

"[name correctly populated as the Customer] who works for {{.H_company_name}}"; the H_company_name is not pulling-through the Company despite that being known in the workflow for the expression to use immediately prior.

Can anyone help with what I am doing wrong here?

Thanks,

Berto

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42 minutes ago, Berto2002 said:

the H_company_name is not pulling-through the Company despite that being known in the workflow for the expression to use immediately prior

@Berto2002 ok so, basically this statement is incorrect. {{.H_company_name}} is an email template variable and only used in email templates. In workflows you have workflow variables which are different than email template variables.

The value for {{.H_company_name}} variable in an email template is retrieved from h_itsm_requests.h_company_name. If this has no value in the database for the respective record, the email will display {{.H_company_name}} (this is the default behaviour which can be changed by formatting the variable in email template configuration).

"Get Request Information -> Customer Details" node will set the value for the "Company" parameter from h_sys_groups.h_name based on h_sys_account_groups.h_group_id for the respective user.

As you can probably imagine, "h_itsm_requests.h_company_name" and "h_sys_groups.h_name based on h_sys_account_groups.h_group_id for the respective user" will not always be the same. I believe in your test h_itsm_requests.h_company_name is empty (no value) which means the request is associated with a customer but not a company while "h_sys_groups.h_name based on h_sys_account_groups.h_group_id for the respective user" does have a value given the user is associated with one (or more) organisations.

 

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@Berto2002 you can make use of {{Customer Coworker.H_home_organization}} but that means a) user needs to have a Home Organisation set (which I would assume it does) and b) this actually gives you the org ID, not the name so it might not be what you are after in an email...

If we need the name in the email this becomes a bit more convoluted, won't be that straight forward...

1.  Get User Details (we need the Home Org from this one)

image.png

 

2. Get Organisation Details (we need the Name from this one)

image.png

 

3. Store the "Name" value somewhere on the request, most likely a custom field

4. Use the custom field variable in the email template to output the company name

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