Forum Discussion

Kev_B's avatar
Kev_B
Advisor
6 years ago

Escalated Thread notification not generating thread title/URL

Hi,

I've been messing about with the escalation feature, looking at the viability of using this to automate the process of our superusers escalating threads.

When looking at the email notifications, the following context objects don't generate properly:

${thread.topicMessage.subject}

${thread.webUi.url}

The email message comes out (as you may see, the link is just the context object):

Thread Subject: ${thread.topicMessage.subject}

View the unanswered thread.

Any thoughts on how I can fix this?

  • saikumarn's avatar
    saikumarn
    6 years ago

    Hi Kev_B 

    you can see the available context objects in below of email templates

    Studio->Text Editor->Email Text->select Escalated thread from dropdown->Variables Used in this Template

    Example:

    ${notification.message.discussion.topicMessage.subject}

    ${notification.message.discussion.webUi.url}

  • saikumarn's avatar
    saikumarn
    Advisor
    6 years ago

    Hi Kev_B 

    you can see the available context objects in below of email templates

    Studio->Text Editor->Email Text->select Escalated thread from dropdown->Variables Used in this Template

    Example:

    ${notification.message.discussion.topicMessage.subject}

    ${notification.message.discussion.webUi.url}

    • Kev_B's avatar
      Kev_B
      Advisor
      6 years ago

      saikumarn thank you! I had a glance at the context objects below the template, but wrongly assumed the notification. ones were for an email based on a community notification.