Newly Created Text Fields Are Not Showing Data When We Add Them In The Email Templates (Doc ID 3010590.1)

Last updated on MARCH 14, 2024

Applies to:

Symptoms

On : 11.13.23.10.0 version, Service Request

ACTUAL BEHAVIOR
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Text fields are not showing the data when we add then in the Email Templates

Customer added new text fields in app composer today, these fields are populated for the SR in UI . If these fields are added in Tools > Smart Text , they are showing up fine in SR Messages , but when they are used in email template, the fields are not showing the data in the email that user receives . Sandbox has been published

Data is for those fields can be seen in UI as well as from POSTMAN.

However issue is only happening with the newly added fields . If the field values are copied into other (old) fields, those are getting populated in email via smart text
These are simple text fields with Updateable = Yes

EXPECTED BEHAVIOR
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Email should get values for the newly created fields via Smart text

STEPS
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The issue can be reproduced at will with the following steps:
1. Added new text fields in app composer
2. Expose them in UI, populate values for these fields
3. Add these fields into email template as SmartText fields
4. Trigger email on SR update
5. Email does not contain values for the new fields

Changes

Cause

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