Blank email template is no longer showing as expected?

[Adrian Simpkins]

Hi All

our email action node in Service Manager uses a default email template - it appears that it is today missing the images / layout as expected? Image 1 shows the template, image 2 shows a test email I sent just now, and image 3 shows how I see it in Service Manager:

Test email sent just now:

 

 

View in Service manager:

 

 

 

[AlexTumber]

@Adrian Simpkins we're investigating.

If you go to the service the request is logged against, do you have a value set against the email template dropdown?



Alex

[Andrew Tasker]

Good morning,

Unfortunately the email templates which our incidents should default to has been changed overnight to one called Request form. There also appear to be a number of templates named Log Request now showing in the pick list. Can someone please confirm if something has changed with this?

Thanks

Andrew

[Andrew Tasker]

I've also just posted about this, we are experiencing the same issue this morning where all default templates appear to have changed overnight.

[AlexTumber]

@Andrew Tasker i'm sorry to hear this. Has this happened for all services?

Alex

[Andrew Tasker]

5 minutes ago, AlexTumber said:

@Adrian Simpkins we're investigating.

If you go to the service the request is logged against, do you have a value set against the email template dropdown?



Alex

On our instance this is blank. We have made no changes to this overnight.

[Andrew Tasker]

Just now, AlexTumber said:

@Andrew Tasker i'm sorry to hear this. Has this happened for all services?

Alex

Yes this appears to be the same for all services.

[AlexTumber]

@Andrew Tasker ok thanks, we're investigating and hope to get this resolved as soon as possible.

Alex

[Adrian Simpkins]

Hi Alex just to confirm when I check the Service it is showing blank for us as well - image below - thanks !

[Berto2002]

What we've found recently is that some of the cross-referencing across request types that was possible in email templates has stopped working.

For example, we had an email template in "Requests" section that successfully previously referenced the start and end times of changes. Yesterday I noticed the start and end were not showing in the emails. When I looked, the references for fields in change requests were not available in the drop-down under Requests to the refs were all failing to resolve.

I resolved the issue with that email by recreating it in the change requests section where the start and end were visible and then prefixing the other generic fields with "Request." to ref them back to the generic requests and it worked.

E.g. {{.H_Summary}} because {{Requests.H_Summary}} in the new template.

 

[AmyW]

tT looks like the template ID was used previously and now it's the template name so a lot of ours on the requests are showing as Log Request rather than the ID which is what we had as a name as this is what showed in the request drop down options

[samwoo]

Following as this has impacted all our services as well

[Berto2002]

@Andrew Tasker probably related to this series of issues: 

 

[Nanette]

@Adrian Simpkins@Andrew Tasker @samwoo @AmyW @Berto2002 The issue with the Email Templates has now been resolved, please accept our sincere apologies for any inconvenience caused.

[AmyW]

Do we need to refresh as when I view the templates in the drop down on a request, it is still showing the name rather than the ID that it did previously?

[Adrian Simpkins]

Hi Nanette - same as Amy I am still seeing the issue - rebooted laptop this morning and signed in fresh and sent a test email - still the same (image below)

 

[Adrian Simpkins]

Morning Nanette just to confirm checked this again today and now displaying correctly 

Many thanks !