Notify Analyst issue
Josh_Winn
Customer IT Monkey ✭
I am having a weird problem with my Notify Analyst emails.
When they are sent out the emails are not being populated with the SCSM code. Seel below
But I installed the Test Template into my SCSM from this forum
https://community.cireson.com/discussion/comment/18548#Comment_18548
and when I test the template it shows up correctly, see below
When they are sent out the emails are not being populated with the SCSM code. Seel below
But I installed the Test Template into my SCSM from this forum
https://community.cireson.com/discussion/comment/18548#Comment_18548
and when I test the template it shows up correctly, see below
0
Best Answers
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Geoff_Ross
Cireson Consultant O.G.
@Josh_Winn
Is this a class issue? Have you built the templates using the right classes as per this article:
https://support.cireson.com/KnowledgeBase/View/2417#/#heading-3-article-enduser-content
Geoff5 -
Shane_White
Cireson Support Super IT Monkey ✭✭✭✭✭
Hi @Josh_Winn
Looks like you are using the wrong ID property, in the Trouble Ticket analyst class there is the ID of the form itself which is the one you are seeing starting "bb07..."
You need to go to the "Has Analyst Comment" Section and select the workitem ID
Hopefully this resolves your issue.
Thanks,
Shane.5
Answers
Is this a class issue? Have you built the templates using the right classes as per this article:
https://support.cireson.com/KnowledgeBase/View/2417#/#heading-3-article-enduser-content
Geoff
I am still having an issue of pulling in the correct ID for the ticket. The ID tag for the notify template is pulling a different ID than the new ticket incident id. Below is an example of the ID that is showing for both, and the code I am using for each
From notify ticket id = bb076a25-6d72-4cd0-9cbf-357cb31f4072
$Context/Property[Type='CustomSystem_SupportingItem_Library!System.Information']/Id$
From incident ticket id = IR171982
$Context/Property[Type='WorkItem!System.WorkItem']/Id$
Looks like you are using the wrong ID property, in the Trouble Ticket analyst class there is the ID of the form itself which is the one you are seeing starting "bb07..."
You need to go to the "Has Analyst Comment" Section and select the workitem ID
Hopefully this resolves your issue.
Thanks,
Shane.