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!!

[Ankur Bawiskar]

@NaveenPrasU 

are you able to replicate this in lower instance?

[NaveenPrasU]

@Ankur Bawiskar , 
The issue occurs in Dev Instance, we didn't moved anything to higher instances(Prod) Yet,
Just for confirmation we installed the csm plugin in test environment and tried there the issue still presists.

Just to confirm I have opened a new PDI and installed the csm plugin and imported those two template records there and tried. In that particular PDI too, that is working as expected only in our customer instance it is not working as expected.

[Ankur Bawiskar]

@NaveenPrasU 

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