2665839 - You Are Not Able To Use Document-Based E-mail Template When Processing A Ticket

You are not able to use Document-Based E-mail Template when processing a ticket.

SAP Cloud for Customer

1. Go to the Service work center.
2. Go to the Tickets view.
3. Filter by Source: E-mail.
4. Open ticket ABC (ABC represents ticket ID).
5. Go to the Interactions facet.
6. Click the Insert Template button.

Only Text-based Templates are shown while Document-based Templates are missing.

There are two types of templates available in the system:

• Text-based.
• Document-based.

1. Only templates of type Text-based are supported in the Interactions facet of the ticket. Hence you only find the Text-based Templates listed.
2. The Document-based (HTML) Templates are used for automatic triggering of e-mail notification based on workflow rules defined. However, Document-based Templates can be used as a branding template and linked to a channel. Whenever an e-mail is sent from this channel, the text is embedded in the e-mail. The use case for this typically is to embed company branding images/formatting to the e-mails that are sent out of the channel.

To link a Document-based Template as a branding template to a channel, you can create a new template as a branding template with the HTML layout.

Once the template is created, follow the below steps to link it to the channel:

1. Go to the Administrator work center.
2. Go to the Service and Social view.
3. Select relevant e-mail channel (or create a new one).
4. Add the template to the e-mail channel that you would like to use it with.

E-mail Template, Document-based, HTML, Ticket, Text-based, Template, branding template , KBA , LOD-CRM-SRP , Service Request Processing , How To

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