SAP Knowledge Base Article - Public

2087850 - Email Notifications: [TOKENS] / variables aren't working in some email templates

Symptom

  • A specific Email Template Token/Variable isn't working anymore;
  • I've copied a Token/Variable from one email template to another and it didn't worked in there;
  • I've received an email from the system and an Token/Variable didn't get the respective value in the text;

Environment

SAP SuccessFactors HCM Suite

Cause

The most likely cause is that the Token isn't supported on the specific e-mail template that you've copied it to.

Resolution

In case the Token/Variable was working in the past and suddenly stopped working — in the same template —  then a support incident must be created for the module where the e-mail template stands;

There are many Email Template Tokens/Variables that can be added to e-mail templates, however it should be understood that the majority of them are exclusive to specific e-mail templates and CANNOT simply be copied into another e-mail template.

So if you added the token from a template into another one, please note that it may not work since most of them are hardcoded. Support will not be able to assist and we will not log this as a defect. It is the expected behavior.

Supported tokens within each e-mail template are typically already in each e-mail template when created.

In case you consider that a Token should be added to another e-mail template, the correct channel is to raise an enhancement request as referred on this KBA 2090228.

You can refer to Email Notifications: Customizing Email Notifications Default Template Text for further information on the Email notification templates.  

Keywords

SuccessFactors Notifications, Email templates, token, variables, email token not working, variable not working. , KBA , sf email notifications , LOD-SF-PLT-NOT , Email Notifications , LOD-SF-PLT , Platform Foundational Capabilities , Problem

Product

SAP SuccessFactors HXM Suite all versions