Email notifications are blank when logging a Change request through the customer portal?

[lee mcdermott]

Hi, 

Usually all Change requests are logged by IT staff from within Hornbill, and all notifications work and populate as expected.

I have recently added a catalogue item to allow certain end users to log a change via the customer portal. This catalogue item uses the same Intelligent capture form and Business process.

They can complete the form and it logs it ok as expected but any email notifications that are sent all the custom fields are now blank on the email.

 

I suspect it may be something to do with permissions some how as the user is a basic user and not an full user?

 

Any ideas why this would be the case.

 

As mentioned this is for change control so within the service portfolio I have created this Catalogue item under the Change field area.

 

Any help would be appreciated.

 

thanks

lee

[Steve Giller]

On 7/28/2023 at 12:45 PM, lee mcdermott said:

Any ideas why this would be the case.

Not without seeing the Intelligent Capture and BPM Workflow.

You may need to raise a Support Request for this.