Major Incident Workbench Communication Not working

[Sam Ogden]

Hi All,

We are looking into the new Major incident features in our DEV instance.

If I promote an incident to a major incident and then go to the workbench view, and the communication tab I see the option to 'compose email'.

However if I click this it just takes me to a blank screen.  When I tried this on a developer instance it came up with the full email client with a pre-populated template.  How do I get this to work in our DEV instance?

Is there a property required or some notifications setup?

Thanks

Sam

[Laurie Marlowe1]

We are on Kingston patch 8, and seeing the issue.

Thanks,

Laurie

[Sam Ogden]

Hi Laurie,

I've just been looking over our Hi ticket.  The issue we saw was related to PRB1254189 and meant that the Compose Email button does not load the Email Client if Quick Message/ Client Canned Message has a ${variable} in the body

It says it was fixed in patch 5.  We are on patch 6 now and it is still working fine.  The work around that was suggested was to remove the variables $(variable_name) in any Quick Message, but this was not viable for us.

I hope this helps

[Laurie Marlowe1]

I had the same issue in Kingston.  After much testing, I found I had to go to a developer instance, and XML out the "Send Initial Notification (Technical)" client email template, then XML back into my DEV environment.  That fixed the issue.  I noticed messing around with the client templates and the flow designer caused unexpected results, and I "lost" the visibility of the email template in some cases.  Keep everything very simple.  

On a side note, we do not want to use the Business communications for Major Incident.  I found that I had to remove the "Create Incident Alert" step for the Business record.  MAKE A COPY of OOB; Change the label to indicate the OOB version; deactivate OOB version.

Thanks,

Laurie