To data pills are wrong/duplicated when I apply template

[thomaskennedy]

In Agent Workspace for HR Case Management I have an Email Client Template with two recipient email addresses. When I click on Apply Template,  I get two To data pills on the email, as expected, but they appear to be from just one of those two addresses (the second). That is, the first email appears to be missing, and the second appears to be duplicated. 

However, the pills are not duplicates. They have the same label, that of email #2, but the underlying addresses are correct. If I copy the data pills to a text editor I get the correct email addresses:

"Insider Threat" <InsiderThreat@xxx.com>
"Insider Threat" <Legal_LitHold@xxx.com>

Somehow, the email is getting the correct number of To pills, with the correct email addresses, but the labels are wrong. What could cause this?

The only unusual input I see is that in the template there is an extra space after email #1, like "email1 , email2".

I haven't yet tried anything to fix behavior. Has anyone seen this before, and can anyone help me understand where this apply template button lives?

[IbrarA]

Hi @thomaskennedy 

Start by removing that extra space, since you've already spotted it. Make the Recipients field read Legal_LitHold@xxx.com,InsiderThreat@xxx.com with nothing between the comma and the next address, then apply the template again. Labels are resolved per address, and an address arriving with leading whitespace won't match anything to resolve against, which fits a wrong label sitting on a correct address.

The templates themselves live in sys_email_client_template, so that's where to make the change.

Since the underlying addresses are right, nothing is reaching the wrong recipient while you work it out.

Thanks

[thomaskennedy]

OK I corrected the template but it made no difference. I tried switching on the debugger, as there are some business rules that run when you click on Apply Template, but I could not follow enough of what they are doing to get to a cause.

[thomaskennedy]

Yes I took out the extra space, but the behavior did not change.

[IbrarA]

Thanks for testing that.

Does the same template render correctly in the classic email client? If classic is fine, it's the workspace component rather than the template, and worth raising with support.

On your other question, the templates live in `sys_email_client_template`. The Apply Template button is part of the workspace email client component, so there's no UI Action record behind it.