Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.

How can we include names in notifications rather than e-mail addresses

Created: 16 Mar 2014 | 1 comment

When sending notifications to End users and Support staff ServiceDesk inserts the users e-mail addres rather than First Name + Surname of Display Name.

For example ..

"Hi  Joe.Blogs@domain.com"

"Hi j.blogs001@domain.com

Although this is not so much of a concern for Assignees this is not a form of address used when addressing customers.

Are we able to inlclude names in notifications rather than e-mail addresses without using the email workflow?

Comments 1 CommentJump to latest comment

michael.george's picture

Huh, I guess I never realized it didn't give that option. All of our email templates don't incude a name at all, so I didn't notice you don't get that option. I suppose not using names is the easy way out.

One solution might be do create an ORM data type that reads in the first and last name fields (or whatever you want) from the user record. If you add a plugin to do this, then the data would be available in email templates and rules. https://www-secure.symantec.com/connect/articles/how-add-custom-data-existing-processes-incident-management-change-management-etc

If a post solves your issue, please mark it as a solution. It makes these forums better for everyone.