Use a 'Email Client Template' when using a 'Quick/canned message'

[Jason Nicholas]

I have created a Quick Message template that can be selected from the 'email' option on a ticket. 

I want to also use an 'Email Client Template' to set the 'To' & 'CC' fields but only when the specific Quick Message template is selected.

I have tried to configure the 'Email Client Template'

Table: Email Client Canned Messages

Conditions: Title is XXXXXX 

But when I select the relevant quick/canned message from the ticket it does not pick up the email client template.  

Does anyone have any suggestions on what else I need to do to make this trigger.

[Michael George]

That makes sense. In that case, I am more confident that a watermark style code and business rule for the email table is how I would handle it.

I really wish the email client UI wasn't a black box. If we had access to it, we could handle this sort of thing really easy.

[Jason Nicholas]

Thanks

Yes come across these things from time to time where you have to use a workaround, this time I have opted to do it via a ui action so happy that its all dealt with now

Jason