Email Client template condition is not working as expected

[sakeenafath]

Hi Team,

It's quite urgent, I have created email templates where I selected the Table as Talent Management and added the condition:
HR Service = 'Employee Travel visa Request'. Please find the screenshot below for condition of email client template.

However, these email templates are appearing for all Talent management cases, even those where the HR Service is not Employee travel visa request, in the Workspace email template section. Please find screen shot below for the reference.

I need these templates to be displayed only for cases where the HR Service is 'Employee travel visa request'.

Can anyone guide me on how to resolve this issue?

Thanks, in advanced!

cc @Ankur Bawiskar @Sohail Khilji @Community Alums 

[Mylene Nadeau]

I am encountering the same issue, interested to see if there has been any resolution on this. 

[Swapnil Shirsik]

Hi, Did you check if there is any other HR template with similar name with preceding order than the current one? If it is not, I would just try to narrow down the filter conditions for testing purpose.

May be you can try like - HR service is ----, description is ------ and see if the template is successfully getting attached.

[Dennis Ford]

The Email Template will always display in the Email Templates section for all Talent Management cases.  The conditions just control when it gets applied/triggered automatically on the case.  In the setup in your screen shot, I would expect that the email template would be applied and visible for the HR Service of "Employee Travel Visa Request".  If you select Compose Email on one of those cases, the Content and From/cc should populate automatically.  For any other HR Service on a Talent Management case, the email template will not apply automatically, but it would be available for selection manually by the user.

Using Email Templates for manual selection can cause there to be a long list of templates to look through.  Quick Messages might be a better option since the conditions on those do control if it is visible (i.e. by HR Service).  However, Quick Messages do not allow you to specify/default recipients (To/cc/bcc).  You could use the Email Template to default recipients and then have your users select Quick Messages.  It would have been great if Quick Messages allowed you to specific recipients.  I've seen several ideas submitted for that across product lines, but since it's a platform feature I don't know they have combined them to get enough votes.  If you aren't confused yet, there are also Response Templates which default text.