SAP Knowledge Base Article - Public

2636373 - Email Subject is Not Changed When an Email Template is Selected


When replying to a Customer Ticket, or using a template in a Sales Document, the selection of an Email Template changes the body of the message, but has no effect on the Email's subject.


SAP Cloud for Customer

Reproducing the Issue

The following is an example using the Ticket BO. The same is true for other objects, such as Opportunities. 

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket ID).
  4. Select the Reply button.
  5. Select the Template hyperlink underneath the text field.
  6. Select Template XYZ (XYZ represents the template name, which has an e-mail body and a subject maintained).
  7. Select the OK button.

Only the text in the body of the message is added, the subject is not changed.


The Template's Subject field is only relevant when the template is used for a notification.

When the template is used to populate a response within a ticket, or to create an e-mail from a sales object such as an opportunity, the template subject is ignored.

The subject of the response or the object e-mail is already defaulted to the subject of the ticket plus the Ticket ID (for threading purposes) or with the object name (e.g. opportunity name).


This is currently the expected system behaviour in SAP Cloud for Customer.

We are constantly thriving to improve our system and hearing your suggestions is the best way forward. Our product managers regularly check the Influence page ( to hear what changes users would like to see in place and check those for feasibility.
Idea requests can also be voted for by other customers.

If you would like to suggest a change to this behaviour, please add this on the Influence page.


E-Mail Subject Template Reply Answer not changed ignored, Template, subject, missing, not updated , KBA , LOD-CRM-SRP , Service Request Processing , Problem


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