${newOwnerName} and ${previousOwnerName} showing blank in Access Revoke Approval Reassignment email template

[mohammedasim412 (Mohammed Asim)]

Hi Team,

I am facing an issue with the Access Revoke Approval Reassignment email template in SailPoint IdentityNow.

The variables ${newOwnername} and ${previousOwnerName} are included in the email template, but when the email is triggered during approval reassignment, the names are not displayed. The email is sent successfully, however the values for these variables appear blank in the email body.

Initially, the template had an extra #end statement in the Velocity logic. I removed the extra #end and verified that the template syntax looks correct, but the issue still persists.

Has anyone faced this issue before? Are ${newOwnerName} and ${previousOwnerName} supported variables for the Access Revoke Approval Reassignment template, or is there another recommended variable to retrieve the new owner and previous owner names?

Any suggestions or guidance would be greatly appreciated.

Thanks.

[Deepak_Chaudhary]

Hi

check from the below given points if works for you

1. kindly check and verify the syntax are correct given in your query and using from the ISC template as velocity variables are case sensitive. It may give the null values.

2. you can use global variables if template variables are failing for eg. ${newOwner} or ${previousOwner}.

3. Make sure that the “Comment” variable is also working in case multiple variables are blank. Ensure that Approval process is passing the values in the email engine.

Also check the official supported variables by Sailpoint ISC.- Access Revoke Approval Reassignment - SailPoint Identity Services

[mohammedasim412 (Mohammed Asim)]

Hi,

Thank you for your response @Deepak_Chaudhary.

I have verified the points you mentioned:

1. I carefully checked the syntax and confirmed that the variables are used exactly as shown in the Access Revoke Approval Reassignment template documentation in SailPoint Identity Security Cloud. I also verified that the Velocity variables are used with the correct case sensitivity.

2. I also tried using global variables such as ${newOwner}, ${previousOwner}, ${reassignedFromName}, and ${reassignedToName}, but the owner names are still not displayed in the email. The email is triggered successfully, however the variable values appear blank.

3. After further testing, I noticed that the comment variable ${commentText} is also returning null, even when a comment is provided during the reassignment.

Below is the template snippet I am currently using:

Dear ${newOwnerName},

${previousOwnerName} has reassigned a request to remove ${requestedForIdentityName} from the ${requestedObjectName} #if(${requestedObjectType}=="Role") role #elseif(${requestedObjectType}=="Entitlement") entitlement #else access profile #end to you to approve.

#if($commentText)

${previousOwnerName} gave the following reason for reassigning the request to you:

${commentText}

#end

If you approve this request, ${requestedForIdentityName} will lose the ${requestedObjectName} ${requestedObjectType} #if($requestedObjectType == "Role" || $requestedObjectType == "AccessProfile") and all associated entitlements #end.

Thanks,
The ${PRODUCT_NAME} Team

I also attempted to retrieve the approver dynamically using:

#set($approverId = $__util.getObjectByJsonPath($__contentJson, “$.data.approvalItems[*].approver.id”))
#set($approver = $__util.getUser($approverId))

The request is awaiting approval by $approver.name.

However, the reassigned owner names are still not appearing in the email.

Could you please confirm whether ${newOwnerName} and ${previousOwnerName} are supported variables for the Access Revoke Approval Reassignment template, or if there is another recommended way to retrieve the reassigned owner names?

@Sailpoint_expert
@sailpoint_dev

Thanks.

[narayanag (NarayanaG G)]

@mohammedasim412 To help you, i have debug the issue, I have not worked on this issue.

here is the url, as per this variables are supported. Please double check , this documentation may help you.

Access Revoke Approval Reassignment

The Access Revoke Approval Reassignment email notifies a user when an access revoke request has been reassigned to them.

Name: Access Revoke Approval Reassignment

Subject: Access revoke for ${requestedForIdentityName} ready for review

Body:

```

Dear ${newOwnerName},

${previousOwnerName} has reassigned a request to remove ${requestedForIdentityName} from the ${requestedObjectName} #if(${requestedObjectType}=="Role") role #elseif(${requestedObjectType}=="Entitlement") entitlement #else access profile #end to you to approve.

#if($commentText)

${previousOwnerName} gave the following reason for reassigning the request to you:

${commentText}

#end

If you approve this request, ${requestedForIdentityName} will lose the ${requestedObjectName} ${requestedObjectType} #if($requestedObjectType == "Role" || $requestedObjectType == "AccessProfile") and all associated entitlements #end. #end

Thanks,
The ${PRODUCT_NAME} Team

Attributes This email template uses version 1 global variables and the following template-specific attributes: Name Type Description commentText String Comments that a previous reviewer left about the access revoke request. newOwnerName String The identity that the access revoke request was reassigned to. previousOwnerName String The identity that the review was reassigned from. requestedForIdentityName String The identity that the access revoke request was requested for. requestedObjectName String The name of the item that was requested. requestedObjectType String The type of the item requested. URL ``` https://documentation.sailpoint.com/saas/help/common/emails/et_ar_revoke_approval.html

[mohammedasim412 (Mohammed Asim)]

Hi @narayanag ,

Thank you for debugging the issue and sharing the documentation.

I have gone through the documentation for Access Revoke Approval Reassignment and verified that all the variables used in my template match exactly with the variables mentioned in the documentation.

I also noticed that the template in the documentation has an extra #end statement. I corrected that in my template and tested again. I tried multiple scenarios to validate it.

Currently, the email is triggering successfully, but the following variables are coming as null in the email body:
${commentText}
${newOwnerName}
${previousOwnerName}

While reassigning the approval, I am providing comments, but the commentText variable is still appearing as null in the email.

Could you please let me know if there are any additional configurations or mappings required for these variables to populate correctly during reassignment?

Thanks for your help and support.

[mohammedasim412 (Mohammed Asim)]

I posted this query 2 days ago and I am currently waiting for clarification from SailPoint experts.

While testing the Access Revoke Approval Reassignment email template, I noticed that the following variables are returning null values in the email body:

${newOwnerName}
${previousOwnerName}
${commentText}

During reassignment, I am providing comments, but the ${commentText} variable is still appearing as null in the email.

Additionally, I observed that the default template code appears to contain an extra #end, which results in a syntax error in the template.

Could anyone please confirm:
• Why these variables are returning null during reassignment?
• Whether any additional configuration or mapping is required for these variables to populate correctly?
• If the extra #end in the default template is expected or if it should be removed?

Any guidance would be greatly appreciated.

@Sailpoint_expert @sailpoint_dev @sailpointlearner

[IAMpdu (Prasad Uplenchwar)]

Hello @mohammedasim412 , can you share the whole email template here?