How to populate the NewIncident notification with the customer's FirstName instead of ProfileFullName.

Version 1

    Details

    Would like to populate the NewIncident notification with the customer's FirstName instead of ProfileFullName.


    Add the $([Frs_CompositeContract_Contact#.IncidentAssociatedCustomer]FirstName) relationship info to the notification and it will work, if you create the incident via the client but via email or selfservice it is blank. When trying to populate it using the relationship via SelfService or Email Listener, that link is not populated when the notification goes out. When you manually create the incident, that link is populated.

     


    Resolution

     

    The best/easiest way to accomplish this, is to create a ProfileFirstName field on the Incident object and then use a business rule to populate this field the same way that the ProfileFullName field is populated.

    1. On Incident, create a new text field called ProfileFirstName (or whatever you want to name it) and Save.
    2. Under Business Rules create a new Editing Rule:
        On Change: ProfileLink
        Set ProfileFirstName
        New Field Value: $([OtherObject]FirstName)

    3. Now in the Notification action you can set it as $(ProfileFirstName) and this will populate with the users first name instead of full name as desired.