We are trying to submit a Service Request and take information from the service request into a document template via fields to produce the document.
The fields are defined by example as {{Parent}} and {{Child}}.
We are able to map the fields correctly for some item such as {{ticket.id}} but my custom fields from the Service Request are not being filled in automatically for the document preview.
Here is the struggle:
- Create/redraft the letter with the placeholders.
- Create a document template.
- Create a service item.
- Select “Document” under Service Item Settings on the new service item page.
- Use the document template as a document in the new service item.
- Map the fields.
- Save and publish.
- Request the same item by using the service desk.
- You will be taken to the service request, #SR0596 example.
- Press the generate button to see the filled-in template.
11 But not all of he fields are getting filled in to pass on to the template
When I generate an SR, the names of the fields are not all coming through to the agent side to be filled into the template.
Has anyone used custom fields in a Document template and been successful? I know it should work, but what are we doing wrong.