When an e-mail is sent out for the OnTaskAssignmentChange data event ruleset if the e-mail template was defined to use the e-mail tokens of Assignee, Task Name, or Task Number the tokens aren't being properly converted into the data they represent. This causes the e-mail to arrive with the token variables appearing in the e-mail instead of the intended data they represent.
The class used for the defined e-mail template was missing the necessary definitions.
Symantec Engineering has researched and provided a fix for this issue. The fix is an updated Symantec.ServiceDesk.Cm.Automation.dll file provided in TECH212326.
Steps to apply fix:
Stop the IIS and Symantec Workflow Server service.
Copy Symantec.ServiceDesk.Cm.Automation.dll file from .zip to …\Program Files\Symantec\Workflow\Shared\customlib folder
Copy Symantec.ServiceDesk.Cm.Automation dll in the …\Program Files\Symantec\Workflow\ProcessManager\Plugins\Rules folder
Start the IIS and Symantec Workflow Server service.
In case the DLL does not change this behaviour after it was applied, please apply the following steps:
In the ProcessManager go to Admin > Portal > Plugin Upload.
Ensure that "Automation Library" is selected and click browse.
Navigate to the …\Program Files\Symantec\Workflow\Shared\customlib folder, select the Symantec.ServiceDesk.Cm.Automation.dll file and click open.
Click Upload and then restart the IIS as advised in the ProcessManager.
ServiceDesk 7.5 Service Pack 1
Email variables are not getting populated in Change Management email template
Imported Document ID: TECH217217
Subscribing will provide email updates when this Article is updated. Login is required.