Email Client Templates Agent Workspace visibility set-up

[Daniel Arit]

Hi all,

Please advise on the following situation:

HR agents are using Email Client Templates in the HR Agent Workspace; however, we have about 1000 templates for all case types. I want to restrict the visibility of a particular template based on the HR Service and requester country to make it easier to interact with the list of templates displayed in the Agent Workspace. 

Important:
1. All cases are under the same COE --> custom COE that is an extension of the HR Case (General).
2. I can't use the condition option within each email template form because those are not applying (same table).

3. I have to create a script that needs to restrict the visibility in the Agent Workspace --> please see the screenshots as my example.

The issue is that it's not working; the templates are still visible to all agents.
Please let me know if you have any ideas on how I should tackle this situation.

Thank you,
Daniel

[Ankur Bawiskar]

@Daniel Arit 

you need to add Conditions on that email template

If the condition satisfies for that record that email client template will be seen

OR

Another way is to use query business rule on Email Client Template table, but it will be a complex logic etc

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Daniel Arit]

@Ankur Bawiskar thank you! 

Unfortunately, the conditions are not functioning because I am targeting the same table. However, I will review the business rule option.

[Ankur Bawiskar]

@Daniel Arit 

Sure. Do check the below links as well.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@Daniel Arit 

create custom hidden field and then use that in conditions, for that check this link

Email client template available as per groups 

check this and enhance if that works, but it involves query business rule

Email Client Template should visible to specific role. 

If my response helped please mark it correct and close the thread so that it benefits future readers.