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?
