Two different tamplates for Compose Email from Case object

[Gustavo de Carl]

Hey guys, 

I'd like to know if it's possible regarding a field on case form the ServiceNow put a template on Compose Email. For exemple: There is a field on my form "Company" and the user can choice "Enterprise" or "SMB" (Small Medium Business). If the user select Enterprise and after that click on New Email, when the Compose Email shows a specific template have to have in body mail or if the user select SMB and after that click on New Email, the template must be different than Enterprise. 

Is it possible? I couldn't see the place to put conditions in System Policy > Email Client Templates > reply-for-customer-service

Thank you

Best,

[SanjivMeher · Accepted solution]

You can do that using the condition field which is not on the form, but you can add it to the form and use it.

Below blog should help.

https://community.servicenow.com/community?id=community_blog&sys_id=df609af8dbbbdb405ed4a851ca961928

[Gustavo de Carl]

Thank you Sanjiv,

This article is fully perfect!

Best

[Virag Shah3]

As mentioned by Sanjiv, you can use the condition field in Email Client Template to show the correct template based on certain criteria. But you also need to take care of the Execution Order, if there are multiple templates that can apply to the same "Target Table".

In your case, assuming that target table is Case, you need to create the following Email Client Templates:

Email Client Template	Target Table	Condition	Execution Order
Template for Enterprise	Case	Company = Enterprise	100
Template for SMB	Case	Company = SMB	100
Default Template (for the same Target Table)	Case		200

If there is a "Default Template" for the same Target Table, then ensure that the Execution Order for the templates with conditions is a lower number. In the above example, "Template for Enterprise" and "Template for SMB" will apply before the "Default Template". 

If the Execution Order of "Default Template" is set to 50 then the specific templates will not apply to your Forms irrespective of the condition definitions.