email subject line dot walked field not populating after email being triggered

[Adil a]

Hi,

I have a requirement wherein I have to create an email notification from sc_request(Request) table. On the request table I have a field called customer organization (this field is dot walked from custom table request_info table). On the subject field of email notification I kept like this New Onboarding Request - ${number} submitted for ${x_request_info.u_customer_org}. On service portal there is customer organization field is there from there it is mapping to request_info table using flow designer. So for some request the customer org name is populating and for some request it is not populating. (though on request form which is dot walked the customer org is populating but not on the subject field of email.  

[Mark Manders]

What is the difference between the ones where it is working and the ones where it isn't? Can it be a timing issue? The email being send while the field is still being filled? Are you triggering the notification through the flow, or from the notification config? 

[Adil a]

Hi @Mark Manders,

1) There is no difference between the ones working and the ones not working.

2) Maybe it cause a timing issue. 

3) since the field is dot walked from request_info table, it is filled though but when on email notification ${x_request_info.u_customer_org} this is not filled both on subject field and body of email

3) Email is triggering from notification config. Send when is set to Record inserted or updated

[Amit Verma]

Hi @Adil a 

Do you get a record created in request_info table for every failure reported ? As far as I am able to understand, you have a catalog variable, customer organization and the value of this variable is being inserted into the request_info table. 

Please let me know if my understanding is correct. Also, if possible, please share screenshots for better understanding.

Thanks & Regards

Amit Verma

[Adil a]

Hi @Amit Verma,

you're correct the variable customer org is on catalog item and it is copying the value to other customer org field which is on request_info table and this field is present on sc_request table (dot walked) also. so on email notification the table is sc_request. and on subject of the email is ${x_request_info.u_customer_org}.  

• It is working for some request and for some request not working.