Email Client Templates Agent Workspace visibility set-up

Daniel Arit
Tera Expert

‎05-27-2025 01:34 AM

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.

Quest.png


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

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RoRoKT
Tera Contributor

‎07-02-2025 11:20 AM

@Daniel Arit  and @Ankur Bawiskar 

Is this solved using Conditions on the email client templates? 

as per the product docs - if the conditions are true then the email template gets applied automatically. But it doesnot seem to restrict the visibility of the email templates from the agent. 

How did you solve this issue?

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