All,
We're having some issues with the substitution values with notifications. We have a notification that gets triggered when there is tuning requested on an incident. This notification sends an email to the group of people who can perform the tuning. The email gets sent fine, however the most important substitution value in the notification is always showing up as blank.
Here's the notification (the substitution value that's highlighted is the field that is empty):
The task with the name `QRadar Tuning Needed` that is in the condition of the notification is added by the rule with the following condition (I think conditions 1-3 can be ignored in this context - the 4th condition is always required and it's the same field we're trying to use in the notification substitution above):
So to recap:
- Our notification is trying to use the value of the custom field 'Why is tuning needed in this situation?' as a substitution value
- Our notification is gets triggered by the task `QRadar Tuning Needed` getting added to the incident
- The rule that adds the task `QRadar Tuning Needed` has a condition that the same field we're trying to use in our notification, `Why is tuning needed in this situation` must have a value in order for the task to get added
- The email and system notifications are empty for that field we're trying to use
Here's a screenshot of an email sent by the notification (the value for the field should appear after the line that has an arrow pointing to it):
I have highlighted the whole email to make sure it isn't a font color issue.
I have double checked that the API name of the field is correct (copied + pasted field API name into notification email + system notification sections)
Has anyone had a similar issue?
As a side note testing these notifications is painful. It would be great if we could manually execute them on an incident / task / whatever the object type is similar to how we can with a script. As I write this I realize it might be easier just to use the outbound email action.
Thanks!
------------------------------
Liam Mahoney
------------------------------