question Re: I have multiple email client templates in incident but only one is populating in Virtual Agent forum

I have multiple email client templates in incident but only one is populating

Debasis Pati — Thu, 18 Dec 2025 10:32:48 GMT

Hello Everyone,
I have created multiple client templates for incident table but when i click on "..." & click on Email then the template having less order only that gets applied i want to see all the templates and choose from it .

How i can get it?
@Ankur Bawiskar any suggestions?

Regards,

Debasis

Re: I have multiple email client templates in incident but only one is populating

PoonkodiS — Thu, 18 Dec 2025 10:48:41 GMT

@Debasis Pati

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0694768

refer this article

Regards,

Poonkodi

Re: I have multiple email client templates in incident but only one is populating

Ankur Bawiskar — Thu, 18 Dec 2025 11:03:00 GMT

@Debasis Pati

it's OOTB behavior, internally it calls this method emailClientOpenPop

This method always picks 1st email client template created on your table

So you can't choose here

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

Re: I have multiple email client templates in incident but only one is populating

Ankur Bawiskar — Thu, 18 Dec 2025 11:06:58 GMT

@Debasis Pati

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! 🙏

Re: I have multiple email client templates in incident but only one is populating

Debasis Pati — Thu, 18 Dec 2025 11:08:45 GMT

One more thing i have a template created for my client and we use the template across all notifications.
in notifications we have a field called "Email template" and here i do set my template which contains the branding for my customer.

Now i have created some client templates for incident table in client templates i do not have "Email template " field so that i can call it how again i can apply the same branding here?

Re: I have multiple email client templates in incident but only one is populating

Gurpreet07 — Thu, 18 Dec 2025 11:21:56 GMT

Hi, There's another option called quick messages to enable multiple templates, but you may not be able to dynamically populate the content from fields.

Re: I have multiple email client templates in incident but only one is populating

Debasis Pati — Thu, 18 Dec 2025 11:37:43 GMT

In Service Operation workspace when clicked on "..." & then compose email there we have the ability to select one template.

Also for the branding and all we have to go to our email layout click on source code bring the code open the current template click on source code then paste the source code and save in this way your branding will be added and here we can change of the email client template however we want.
Following the above i have achieved my requirement.
also for multiple templates we go to service operation workspace and click on"..." followed by compose email and click on apply template.

from here you can choose templates of yours for the particular table.
Once you click on any template which is now not selected you will see a Apply button on top right once you apply your selected template will be applied.

Regards,
Debasis