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!!

[abirakundu23]

Hi @NaveenPrasU ,
Please check  your PDI and customer instance are same version or not.
is there any customization or any configuration changes happened on email template in CSM/FSM workspace in your customer instance ? 

If yes please check configuration. In case if you see all configuration is same as OOB , still issue persist please check HI team.

Please mark helpful and correct answer if it's worthy for you.

[NaveenPrasU]

Hi @abirakundu23 ,

There is no any recent customization on that email template, but according to our customer we have created multilple templates where in that template we are pulling dynamic signature via email script.
So, apart from that, there is no more changes in it.

[Ankur Bawiskar]

@NaveenPrasU 
was this working fine earlier?

Did you recently upgrade?

[NaveenPrasU]

Hi @Ankur Bawiskar ,

I wasn't sure whether it was working fine earlier and there is no any recent upgrade in the instance I have checked though

Note: There is no any recent customization on that email template, but according to our customer we have created multilple templates where in that template we are pulling dynamic signature via email script.
So, apart from that, there is no more changes in it.