Hide a template when emailing from an incident

[JosephJ99469691]

When sending emails from an incident (both the incident screen and the Service Operations Workspace) I'm trying to make the email text box show no visible template for the user, but once an email is sent have any text parse into an email template.  Basically I'm trying to hide the template from the agent until the email is sent to the customer. 

How can I accomplish this?  

[pratikjagtap]

Hi @JosephJ99469691 ,

Option 1: In Workspace (Service Operations Workspace or Agent Workspace):
1.Go to Email Client Templates (sys_email_client_template).

2.Create or edit a template:

• Uncheck "Visible to user".
• Keep the condition appropriate (e.g., current.table == 'incident').

3.In the template body, use something like this:

Hello {{target.caller_id.name}},

{{email.body_text}}

 Best regards,
The IT Support Team

This way:

• The agent sees a blank box.
• The sent email automatically includes the structured template around their text.

Option 2: Use a Notification or Custom Email Script
If you're sending via a custom button or notification (instead of the email client), you can dynamically build the body:

email.body = "Hello " + current.caller_id.name + ",\n\n" +
email.body_text +
"\n\nThank you,\nYour IT Team";

This is useful if you're using Flow Designer or a Script Action to send the message.

Key Setting: Hide the Template from the Agent
In the Email Client Template, ensure:

"Visible to user" = false

"Applies on compose" = false

Condition matches your needs (e.g., table = incident)

This prevents it from appearing in the editor, but still allows it to apply at send time.

If my response helped, please hit the 👍Thumb Icon and accept the solution so that it benefits future readers.

Regards,
Pratik

[JosephJ99469691]

Hi Pratikjagtap,

I don't have a "Visible to user" field when creating a template in the Email Client Templates (sys_email_client_template).  I've also tried right clicking on the form header, selecting Configure > Form Layout, and searching here as well, but I don't see it.  I had my administrator check the same thing and he doesn't have it either.

[pratikjagtap]

Hi @JosephJ99469691 ,

Try following steps :

1.Keep Agent’s Email UI Blank
Classic UI
Go to System UI > Email Client Templates

• Find or create one for incident.
• Set the template body to empty (or just include ${body} if needed).
• This ensures the agent sees a blank email editor.
•  Service Operations Workspace
  Open UI Builder > Service Operations Workspace
• Navigate to the Email Compose Component (within Email Panel).
• Ensure the default message body is not pre-filled.
• You can override the visible content via Email Layout Configuration or leave it default.

2. Use a Notification + Template on Send
Let the backend handle the formatting.

• Create an Email Template
  Go to System Notification > Email > Templates
• Create one like this:

<p>Dear ${recipient_name},</p>

<p>${email.body}</p>

<p>Best regards,<br/>Support Team</p>

Note: ${email.body} will contain the agent's raw message.

2.Attach Template to Notification
Go to System Notification > Email > Notifications

Create a notification for Email Sent from an Incident

Table: Incident

When to send: When email is sent

Who will receive: Event-parsed recipients, or caller

Under What it will contain

Select your new Email Template

This means the agent just types raw text, and the Notification system applies the formatting after submission.

3. (Optional) Use Flow Designer for More Control
If you're using Flows instead of Notifications:

In your Flow’s "Send Email" action, point it to an Email Template (same one as above).

Set the message body = body of email compose box.

[JosephJ99469691]

I can't find this section in this part of your reply:

• 2.Attach Template to Notification
  Go to System Notification > Email > Notifications

  Create a notification for Email Sent from an Incident

  Table: Incident

  When to send: When email is sent

  Who will receive: Event-parsed recipients, or caller

Specifically the link "When to send: When email is sent".  How do I set that up?