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E-CRM: "Send And Solve" Option in Outbound Notifications Does Not Resolve Terms 'Recipient First Name' and 'Recipient Last Name' in the Outbound Template (Doc ID 2683146.1)

Last updated on AUGUST 05, 2021

Applies to:

PeopleSoft Enterprise CRM Support - Version 9.2 to 9.2 [Release 9]
Information in this document applies to any platform.


When using outbound notifications in a Support Case, on the Notifications page, clicking 'Send' will resolve terms in the default template. Using "Send and Solve" however will NOT resolve the terms in the template. 

The issue can be reproduced at will with the following steps:

1. Navigate to Set up CRM > Common Definitions > Correspondence > Template

Create a template that includes 2 terms 'Recipient First Name' and 'Recipient Last Name'

2. Navigate to Set up CRM > Product Related > Multichannel Definitions > Email > System Installation

Set this template as greeting template

3. Open an existing case, click Notification

4. Select a recipient

5. Click ‘Send and Solve’

In the Email notification received, these 2 terms 'Recipient First Name' and 'Recipient Last Name' are not resolved.


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