Knowledge Base Documents: Few Standard Merge Fields Are Not Getting Populated When Replying For Messages (Doc ID 2263045.1)

Last updated on MARCH 22, 2019

Applies to:

Symptoms

ACTUAL BEHAVIOR
The values for following standard merge fields used in the email center templates won't be populated automatically when invoking knowledge base, although the underlying values exist:

1. Contact Address State ((?CON_STATE?))
2. Inbound Message To Address List ((?INB_TO?))
3. Inbound Message Subject ((?INB_SUBJECT?))
4. Contact Email Address ((?CON_EMAIL_ADDRESS?))
5. Contact Phone Number ((?CON_PHONE?))
6. Inbound Message Sent Date ((?INB_SENT_DATE?))
7. Contact Suffix ((?CP_SUFFIX?))
8. Contact Address City ((?CON_CITY?))
9. Contact Primary Phone Number ((?CON_PRIMARY_PHONE?))
10. Contact Address Postal code ((?CON_POSTAL_CODE?))
11. Contact Address Country ((?CON_COUNTRY?))
12. Inbound Message Classification ((?INB_CLASSIFICATION?))
13. Contact Address ((?CON_ADDRESS?))
14. Contact Title ((?CON_TITLE?))
15. Inbound Message from Address ((?INB_EMAIL_ADDRESS?))
16. Contact Primary Email Address ((?CON_PRIMARY_EMAIL?))
17. Current Time: ((?MD_CURR_TIME?))
18. Inbound Message Carbon Copy Address List ((?INB_CC?))
19. Contact Address Line Two ((?CON_ADDR_LINE2?))

EXPECTED BEHAVIOR
The values for standard merge fields used in the email center templates should populated automatically (if underlying values exist) when invoking those from knowledge base

STEPS
1. Navigate to (R) Email center Administrator -> Email center Administration -> Knowledge Base -> Editor
2. Create the Document under 'MES Publish Information'.
3. Under Category - Email Center > EMC Templates
    Template -
    Enter the text and also add the merge fields
4. Save the changes.
5. Navigate to (R) Email center agent console -> Messages. Clicked on any existing email subject.
6. Click on knowledge base. Under Email Center categories, click on the template which you have created.

Changes

Cause

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