Issue with Email Client Templates Displaying on Catalog Task

[Vinya Jakkula]

Hi Team,

I have created separate email client templates for the Incident and Catalog Task tables. However, when opening a Catalog Task record, both the Incident and Catalog Task templates are appearing in the email client. Ideally, only the Catalog Task-specific template should be visible in that context.

Could you please help identify the root cause and suggest how to restrict the templates to display only for their respective tables?

Thank you.

[Ankur Bawiskar]

@Vinya Jakkula 

are they also coming on other tables extended by task such as problem, change_request etc.

Did you delete and re-create those?

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

[Ankur Bawiskar]

@Vinya Jakkula 

Hope you are doing good.

Did my reply answer your question?

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

[Ankur Bawiskar]

Hope you are doing good.

Did my reply answer your question?

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

[nityabans27]

Hi @Vinya Jakkula ,

The reason both templates show is because one (likely the Incident template) is set to the parent Task table. Templates set to a parent table apply to all child tables (Incident, Catalog Task, etc.).

Fix: Update each template’s Table field to the specific table (Incident → Incident, Catalog Task → sc_task). This will restrict them to their respective records.