one requirment , in which i need to add the Company banner in the Reply Banner automatically when the agent click Repy or Reply All button in the Agent Workspace , i tried with Email template but when adding the Email template , the old email threads...

#Role: You are a ServiceNow technical expert in CSM who needs to troubleshoot the issue below and come up with a solution.   #Problems to troubleshoot:We have two case types: "complaints and escalations," which is OOB, and another custom-created, "te...