Email Templates Not Applying from Email Tab in CSM/FSM Workspace

[NaveenPrasU]

Hi Everyone,

I am facing an issue while trying to apply email templates from the Email tab in CSM/FSM Workspace. When I click on the “Apply email templates” icon within the email composer, the templates are not being applied as expected.

Steps to Reproduce:

1. Navigate to a Case record in CSM/FSM Workspace

2. Open the Email tab

3. Click on the “Apply email templates” icon

4. Select a template (if prompted)
   
   

What I Have Checked:

• Verified that email templates exist and are active

• Tried with different templates but facing the same issue

• Tested the same functionality in my Personal Developer Instance (PDI), where it is working as expected

Any solution is appreciable!

Thank You!!

[laurasexton · Accepted solution]

@NaveenPrasU per ServiceNow, upgrading to Zurich Patch 6 will resolve this issue. See PRB1952527.

[NaveenPrasU]

@laurasexton , That's great and thanks for the update, we have too raised a hi case for this.

Thank you!!--Happy learning.😊