ServiceDesk

Installation of SD 7.5 SP1

Have set up email templates containins variables for thing like Incident Number, Title.

However these are not being substituted when the emails are being sent out - some are some aren't

Also the font sizes that come out in the email are not the same as those specified in the template

Have re-edited the templates but still the same issues

Any thoughts anyone?

Looks like if you apply any formatting to the text this happens..

I have also seen this is the variable isn't populated when the email is sent. I have this issue with WorkflowTrackingID where it won't populate when I send an email OnIncidentReceived but does at all other times. My thought is that the email is sent before a tracking ID exists rather than the other way around. When I get time I'll be putting in a quick bug report for it since clients responding to the initial email won't be able to append the incident since their trackingID is just the name of the variable.

There is no way for an incident to reach the OnIncidentReceived ruleset without having a Tracking ID assigned to it. Right after the Incident process is created the system checks to see if a tracking id already exists for the incident. If it does it continues on to finish setting up the incident before reaching the component to fire off the OnIncidentReceived ruleset. If it doesn't it assigns the tracking id and then continues.

Very interesting....so a support call it is. For some reason that variable just isn't populating for that email rule but works for the resolved emails. I'll put in a support request and see if I can get to the bottom of my issue.

....And no sooner did I post this then I recreated the template by removing the variable and simply readding the same one and it fixed it. So ignore all of my above posts about the variables not expanding. It does now seem to be working completely for me.