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Email workflow alert does not pick up all the merge fields in the email template

Date de publication: Oct 13, 2022
Description
When workflow send out email alert, the Product field (picklist field) does not populate. When clicking 'Send Test and Verify Merge Fields' in email template the fields populate correctly. Send via 'Emails' related list in Case also work fine. It’s not populating when send out via workflow. 
Résolution

When reviewing the org, check if the package is installed with the field API name the same as the merge field name. See below for example:
 
The issue is due to two fields in Case object as follows:
 
  1. Product__c   
  2. Apttus_Config2__Product__c
 
The second field is part of a managed package with namespace Apttus_Config2, and essentially has API name Product__c too when the namespace is removed. Because of this the merge engine is confused, and is actually returning the value for Apttus_Config2__Product__c rather than for Product__c.
 
So to resolve the issue, either rename the Product__c field API name to something different (e.g., Product1__c), or create a formula field (e.g., ProductCopy__c in sandbox) to contain Product__c in it, then use this new formula field in email template. Or remove the Apttus_Config2__Product__c field and the package, then the issue should not reoccur.


See also
Considerations for Using Merge Fields in Email Templates and Letterheads
Numéro d’article de la base de connaissances

000386817

 
Chargement
Salesforce Help | Article