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When outgoing emails are sent, Rulemanager combines the data from the email_log record with a template, specifically the com_tmplte with a title of send_email_about_obj
To include data from the email_log record into the template, use the FOCUS.field syntax. For example, FOCUS.recipient will resolve to table_email_log.recipient.
With Clarify/Amdocs Rulemanager, you can use path traversals, such as:
<FOCUS:case_email2case:case_reporter2contact:first_name>
which will traverse from the email_log to the case, from the case to the contact, and resolves to the contact's first name.
But, this causes an issue if you use log email from multiple workflow types, i.e. if you use cases and subcases.
This is because the single send_email_about_obj template is used by log emails for many workflow types, including cases and subcases.
This syntax would resolve for cases, but wouldn't for subcases.
So, any log emails for subcases would contain that text as a literal string, which would not be desired.
If you only use cases, then you can probably get away with this.
With Dovetail Rulemanager, the <focus:path:field> notation is not supported.
Instead, you can use rule properties, such as [Case Title] or [Contact First Name]
These properties would need to be defined as standard rule properties.
This blog posts discusses this in detail, and provides sample rule properties and a sample send_email_about_obj template:
http://dovetailsoftware.com/clarify/gsherman/2010/11/18/use-rule-properties-in-your-outgoing-emails/
A rule property that doesn't resolve properly is ultimately resolved to an empty string, not a literal.
For example, given a send_email_about_obj template that contains this:
Title: [Case Title] [Subcase Title]
For cases, the [Subcase Title] property wouldn't resolve, so it would be blank.
And for subcases, the [Case Title] property wouldn't resolve, so it would be blank.
Hence, you get the output that you want.
Refer to https://support.dovetailsoftware.com/selfservice/solutions/show/658 for additional information on this topic.
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