Can't see Email Client Templates in Incident Activity Stream (only Response Email Templates appear)

[jordimsant]

Hi everyone,

I’ve created an Email Client Template to use when sending emails from the activity stream of Incident records. However, when I try to select a template, I can only see Response Email Templates, not the standard Email Client Templates I’ve created.

Has anyone experienced this before or knows what could cause it?
I’m wondering if it might be related to instance version— the instance where I’m seeing this behavior is hosted in Zurich, in case that makes any difference. I am posting two images, one from a Yokohama instance and another one from Zurich. As you can see, first one has the option meanwhile Zurich one does not. Any ideas?

Thanks in advance for any help or ideas!

[Ankur Bawiskar]

@jordimsant 

are you admin in Zurich instance?

Did you check any release notes which says this is hidden or some extra role is required to see email client templates in Zurich?

The Zurich instance is a fresh PDI or a customer instance?

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