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TSA Variables On Emails Sent Out
#1
Is there a way to keep EasyVista from including the TSA variables on emails that are sent out from workflow 'Send Email' actions?

We have a business rule that sends email notifications to group members if an action is unassigned and it is including the following tags on the resulting notifications:
   @OPERATION@='MAIL'
   @REQUEST_ID@='123456'
Sarah Schumacher
Service Desk Tool Administrator

#2
those are going to be part of the mail template being called in the business rule. If the "Send Mail" action in the related process is calling a mail component, you could edit the mail component (that'll affect any "Send Mail" referring to that component), create a new component, and edit the "Send Mail" to point to the new one, or if no mail component is called, you can edit the text of the email directly in the "Send Mail".
brosenber, proud to be a member of EV CONNECT FORUM since Oct 2015.

#3
(06-13-2019, 10:42 AM)brosenber Wrote: those are going to be part of the mail template being called in the business rule. If the "Send Mail" action in the related process is calling a mail component, you could edit the mail component (that'll affect any "Send Mail" referring to that component), create a new component, and edit the "Send Mail" to point to the new one, or if no mail component is called, you can edit the text of the email directly in the "Send Mail".

The body of the Send Email action not using mail components/templates (it is typed directly into the action) and these variables are not in there anywhere.  They seem to be getting appended after the fact by Service Manager in a small white font; it's probably on most peoples emails from EasyVista without them even knowing it.
Sarah Schumacher
Service Desk Tool Administrator

#4
In the "Send Mail" action, click the "<>" icon for source code. This'll give you html of the email, and allow you to see the formatting calling out the full content of the message, likely including something like....

<span style="font-family: arial,helvetica,sans-serif; font-size: x-small; color: #ffffff;">@OPERATION@='MAIL'</span><br /><span style="font-family: arial,helvetica,sans-serif; font-size: x-small; color: #ffffff;">@RFC_NUMBER@='#[DB_FIELDS.RFC_NUMBER]#'</span></p>

that are the TSA variables from my "send mail".
brosenber, proud to be a member of EV CONNECT FORUM since Oct 2015.

#5
(06-13-2019, 12:07 PM)brosenber Wrote: In the "Send Mail" action, click the "<>" icon for source code. This'll give you html of the email, and allow you to see the formatting calling out the full content of the message, likely including something like....

<span style="font-family: arial,helvetica,sans-serif; font-size: x-small; color: #ffffff;">@OPERATION@='MAIL'</span><br /><span style="font-family: arial,helvetica,sans-serif; font-size: x-small; color: #ffffff;">@RFC_NUMBER@='#[DB_FIELDS.RFC_NUMBER]#'</span></p>

that are the TSA variables from my "send mail".

We did not configure our emails to contain those variables. I even simplified the email body down to just this:
   

Then when the email is sent using this business rule, this is the email received:
   

At first it seems like there is just the "test" text, but if you highlight and adjust the font, you can see that something in Service Manager appended the TSA variables to the email.  We need to turn this off somehow, but I don't see a parameter for this option.
Sarah Schumacher
Service Desk Tool Administrator






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