Interaction field variables not showing in email notification triggered by Virtual Agent

[Keszia]

We have an email notification that is triggered when a particular event occurs (which is nested in and is working within a Virtual Agent topic), however if I try to populate the opened_by or opened_for variables to show the user's name and email address in the email notification, the results are blank.

Adding "current." doesn't affect results.

Email Outbox:

The user details field is populated for an interaction as soon as one is initiated, so I'm perplexed as to why the variable doesn't populate.

If I preview the notification the details do populate:

Grateful for any help on making these populate within the email notification. We are using Washington DC release. Everything else that we want it to do is working fine, apart from this.

[Amit Verma]

Hi @Keszia 

Tried reproducing the issue on my PDI but it is working as expected. Refer below snips -

If possible, can you please share how you have configured this notification ?

Thanks and Regards

Amit Verma

[Keszia]

Hey Amit, thanks for giving this a go to try help me.

Here's what I do to create these email notifications:

1. Create the event (System > Event Registry)
   • This is then added into a script action within the Virtual Agent topic that is intended to trigger the email notification.
2. Create the notification (Email > Notifications)
   • Name: (as appropriate for the cause)
   • Table: Interaction
   • Category: Virtual Agent
   • Application: Global
   • Active: (tick)
   • When to send:
     • Send when: Event is fired
     • Event name: (Created in step 1 above)
   • Who will receive: (as needed)
   • What it will contain: (as needed - this is where I'm trying to have the interaction opened by name/email populate)

When I preview the notification in the Email > Notifications area the details populate, but not in the Email > Outbox when the event triggers the notification.

[Amit Verma]

Hi @Keszia 

I was able to identify the root cause of your issue. Actually, while triggering the event, you might not be passing the interaction record GlideRecord to 

gs.eventQueue();

Refer below snips where I first fired the event without passing the interaction GlideRecord() and did not got the Opened by Name and Email whereas when I pass the interaction GlideRecord(), I am able to get them.

Thanks and Regards

Amit Verma

[Keszia]

Thanks Amit, I'll give this a go - in line 2 of your script, what sys_id are you using?