Why might a Notification variable like ${caller_id.manager.name} show blank?

[ServiceNow Use6]

Hi,

Why might a Notification variable like ${caller_id.manager.name} show blank? I tried multiple ways but it is not working. Kindly help.

Regards

Suman P.

[J Siva]

Hi @ServiceNow Use6 
Check if the 'Caller' has a Manager value. If it exists, the it should show in the email.
Also, ensure that your Notification record is being created on the correct table.
As per OOB, caller_id field belongs to the Incident table. So, your notifictaion record should be created on the incident table.
Regards,
Siva

[ChallaR]

hi @ServiceNow Use6 ,

Go to the record whichever table you are using  and check below data is there are not .

• caller_id is populated.
• caller_id.manager is populated.
• caller_id.manager.name is not empty.

Fix -Ensure the caller_id user has a manager assigned in their user profile (sys_user table).

If the notification is triggered before the record is fully saved, the manager field might not be available yet.

Fix- Use "After Insert" or "After Update" as the notification condition to ensure all related fields are populated.

NOTE - please check if ACLs on the sys_user table and ensure the notification has access to caller_id.manager.name.

and test in business rule or script like below mentioned script -

gs.info(current.caller_id.manager.name);

Please make it correct and close the thread if this is working.

Thanks,

Rithika

[Bhuvan]

@ServiceNow Use6 

Did you check the table on which email notification is created is correct one and dot-walked fields are available in the target table ?

If yes, check if the Caller ID has Manager field set and you are able to retrieve the details.

Do a simple test from Script Background like below

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Ankur Bawiskar]

@ServiceNow Use6 

Notification is on which table?

that table has correct caller_id field and that caller has manager populated and that manager has name field populated?

Are you checking with admin or non-admin?

If my response helped please mark it correct and close the thread so that it benefits future readers.