Not sure it’s applicable, but there used to be a requirement that any field included in an email notification had to have Public read permissions. Not likely to be the problem, but it couldn’t hurt to check.
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jayesh Panchal Sent: Friday, February 3, 2017 12:09 PM To: arslist@ARSLIST.ORG Subject: Re: Filter Notify Action Dropping Fields ** Hi, Did you check if your custom AL looked up and set those two field before it notifies? Regards, Jayesh Sent from my Windows 10 phone From: Wallace, Kelvin<mailto:kelvin.wall...@freshfromflorida.com> Sent: 03 February 2017 08:20 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Filter Notify Action Dropping Fields ** We run Remedy as totally customized on Solaris and Oracle. For about the last 10 years, there is a filter associated with our Help Desk form that performs a notify to our maintenance contract vendor, via email, to repair our faulty equipment. In the text of the Notify action, I basically have 3 fields: 1) $Requester Data$ – which is a concatenation of Name, Phone, Address, City, Zip, etc. of the requester, 2) $Equipment Data$ - which is a concatenation of Asset Tag, Serial Number, Description, Model, Purchase Date, etc. and 3) the Short Description of the problem. The $Requester Data$ and $Equipment Data$ fields are populated by an AL when the lookup occurs for the requester and for the equipment. Last month, we upgraded from 7.6.4 to 8.1.2. Even though $Requester Data$ and $Equipment Data$ are listed in the text of the notify, they show up blank in the email. What the notify used to look like (and what it should be now): John Smith 407-555-8776 9999 South Orange Blossom Trail Orlando District Office & Work Center Orlando -- 32809-7999 Asset Tag = 00096944 Serial = 1F4J3XX PC Dell Notebook Quad Core 2.5 GHz Model Number = HD7RD Model Description = Latitude E6430 Purchase Date = 5/7/2013 Maint Code = C Problem Description: Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports Error2000-0332, Validation: 75863 What it looks like now: Problem Description: Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports Error2000-0332, Validation: 75863 In subsequent testing, I can create the same information if I list the fields individually – with the exception of the Purchase Date. This field comes from another field of the type Timestamp, where I have set the field as DATE($Purchase Date) to strip off the time of day. It seems that concatenating or running a Function to create a value in a field causes the Notify to ignore that field when it generates the email message. Can anyone shed some light on this issue? Thanks, Kelvin R. Wallace Data Processing Manager Office of Agriculture Technology Services Florida Department of Agriculture and Consumer Services (850) 245-1067 - Office (850) 245-1075 - Fax kelvin.wall...@freshfromflorida.com<mailto:kelvin.wall...@freshfromflorida.com> The Mayo Building 407 South Calhoun Street Room B-11, Mail Stop M-3 Tallahassee FL 32399-0800 www.FreshFromFlorida.com<http://www.freshfromflorida.com/> Please note that Florida has a broad public records law (Chapter 119, Florida Statutes). Most written communications to or from state employees are public records obtainable by the public upon request. E-mails sent to me at this e-mail address may be considered public and will only be withheld from disclosure if deemed confidential pursuant to the laws of the State of Florida. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
