Custom32 Field - In email template

[Salma Sarwar]

Hi

 

I am trying to use the custom 32 in an email template however, it is not mapping. I have tried both of the following both but it did not get mapped.  Any help would be much appreciated.

 

{{Extended Information.H_custom_32}}

{{.H_custom_32}}

 

Kind Regards,

 

Salma

[Met]

Hi @Salma Sarwar

Assuming that Custom 32 contains data (if it doesn't then it will show as {{.H_custom_32}} rather than blank, unless you use {{.H_custom_32|empty}}) then check the source of the e-mail template to check that there is nothing interfering with the variable. Sometimes where formatting has been applied using the editor there can be issues with HTML appearing in the middle of the variable name. Because they are HTML tags they don't show in the normal editor view, but you can pick them up using the source view.

[Berto2002]

@Salma Sarwar check you have a "Get Request Details" node between the node where the custom field is populated and the node that sends the email... If not, then the system doesn't look for the data in that field before composing the email

[Victor]

@Berto2002 I'm afraid that's not how it works... email template variables and workflows are not related to one another... the email templates have their own (independent) way of resolving variables while "Get Request Details" workflow node only provides runtime values for the workflow (these are values that are used inside the workflow but nowhere else). Therefore for email template variables to work, there is no requirement for workflows to have any specific configuration (e.g. "Get Request Details" node).

[Salma Sarwar]

Hi All

 

Custom32 has got a value because we write out the value to the timeline without any issues.  However, in the email template it does not pull the value through. Any more ideas?

 

Kind Regards,

 

Salma

[Andrew Tasker]

This may be related to the issue we're having which is that several custom fields have disappeared from the details forms within the Config area of several of our Service Portfolios.

[Guest Paul Alexander]

Hi @Salma Sarwar

Could you try opening the email template from within a ticket (one where you know that custom_32 has some data) please?

You can do this by opening the request, and then pressing the 'email' option, and then typing in the email template name. Select the template name, and a preview of the information in that template will show:

 

 

If this DOES show as blank then I think this will need to be reported as an issue here: https://www.hornbill.com/support/ so that we can take a look at your process and email template.

 

 

thanks

[Salma Sarwar]

Hi

 

@Paul Alexander I have tried to select the template from within the ticket, however, when I click on the email button our layout looks quite different to yours.  Please see below.  Am I missing a setting as I can not see a place to select the template? Thank you for your help.  

 

 

[Steve Giller]

This is the view when the app.email.request.operation.composerType setting is set to "Message Text"

Please review the Settings section of the wiki page for details.
If you wish to use Paul's test you will need to temporarily change the above setting to "Template Editor" or "Analyst Setting"

[Salma Sarwar]

Hi

 

This has helped us troubleshoot the problem, I am not sure how the problem with the email template has been resolved.

 

Both field names on the email template read the same however one worked and the other one didn't.  There was no difference in what we could visibly see with with the field name, they both read like this {{Extended Information.H_custom_32}}

I don't know how but it is fixed

Thank you all for your help.

Kind Regards,

 

Salma

[George Warren]

I'm trying to do a similar thing with bringing in capture answers and a task field into an email.
However, I can't get it to populate the custom field, I just setup a basic Business process and used our existing capture.

In the above it was mentioned about posting in the timeline to test if data was stored, assuming you just enter the variable the same as in the email it doesn't seem to be stored. 
I've completed the first human task which captures one of the variables, then its set to get answers and then store as custom as below. 

Any ideas what I'm doing wrong?

[Guest Paul Alexander]

Hi @George Warren

Firstly, could you show me what the 'Get answers' node does please? If this isn't a 'Get Request Information - Progressive Capture Answers' node, then I don't think that the update to custom_31 option will work?

Secondly, in order to get the timeline updated, you'd need a 'Get Request Information' node first - which would need to be AFTER the 'Set Custom Variables' node, and THEN another node to write the variables to the timeline (which would be an 'Update Request - Timeline node'.

 

[Victor]

@George Warren it is a bit difficult to troubleshoot this on forums... may I ask you to raise a support request so it can be investigated?

One thing to mention is that email template variables will not resolve on request timeline updates, specifically this:

... will not result in the variable value being displayed. The variable in {{ ... }} format is only resolved in email templates.