Issue with Manager Email Not Triggering in Analytics Notification Template

[sabyasachi1]

Hi Team,

We have a requirement where, when a user raises a request for an application, they are required to select an entitlement end date. Once the user is granted the entitlement, we have an analytics process in place that collects data on entitlements that are set to expire within 3 days. One mail is attached with the analytics, and it will notify the user and include their manager in CC using an email template attached to the analytics.

The notification is intended to remind both the user (in "To") and their manager (in "CC") that the entitlement is about to expire 3 days prior to the end date. However, we have encountered an issue where the manager’s email is not being fetched correctly by the email template, and only the user is receiving the notification in the "To" field.

We have attempted to use the following variables for fetching the manager’s email, but none have worked so far:

• ${manager.email}
• ${managerEmail}
• ${owner.email}
• ${ownerEmail}

For the user, we have successfully used ${user.email}, which is working perfectly.

Could you please assist in resolving this issue so that the manager's email is included in the CC as intended?

Best regards,
Sabyasachi Mohanty

[Raghu]

@sabyasachi1  how analytics prepared , in query manager column are using ?

[pmahalle]

@sabyasachi1  Provide your analytics query.

[sabyasachi1]

Hi @Raghu 
One mail is attached with the analytics and it will notify the user and manager in CC. 

[Raghu]

@sabyasachi1  try like below

query like:

select u.username,u.email as 'manageremail',u.username as 'globalid' from users

to: ${user.email}
cc:
${ANALYTICSDATA.'manageremail'[0]},

[sabyasachi1]

Hi @pmahalle , 
This query retrieves the end date of an entitlement which going to expire in 3 days for that user. Upon obtaining the information, one email is attached with the analytics, which notifies the user and manager in CC.

[rushikeshvartak]

Please share report & email template configurations screenshot and query in text format