Email Subject Should Not Change When Applying New Email Templates in CSM Workspace

[SNOW_22]

Hi Community,

I have an issue in CSM Workspace → Emails tab.

When I click Reply or Reply All, the email opens with the correct subject, for example:

Subject: Case Auto Assigned to: CS0000148

However, when I apply any Email Template, the subject gets replaced by the template’s subject — even if I keep the template’s subject blank.

My requirement is:

👉 The original email subject should stay the same when applying a template.
👉 Templates should only replace the email body, not the subject.

Has anyone achieved this?
Is there a configuration, property, or script include extension to prevent the subject from being overwritten when a template is used in Workspace?

[Ankur Bawiskar]

@SNOW_22 

not possible.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@SNOW_22 

Thank you for marking my response as helpful.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Me Being Mustaq]

Hi @SNOW_22 ,

This is a known limitation in CSM Workspace’s Email Client. By design, when you apply an Email Template, both the subject and body fields are merged into the draft. Even if the template subject is blank, the merge logic still overwrites the existing subject (effectively clearing it).

Unfortunately, there’s no out‑of‑the‑box property or configuration to tell Workspace “apply body only, ignore subject.”

If it is helpful, please hit the thumbs button please mark the answer as correct based on the impact!!

Kind Regards,

Shaik Mohammed Mustaq

[SNOW_22]

Hi Shaik Mohammed Mustaq,

Thank you for the clarification.

Could you please share the official ServiceNow product documentation link that explains or supports this limitation in the CSM Workspace Email Client? It would help us reference it internally.

Kind regards,
Srija