SAP Knowledge Base Article - Public

2925917 - Placeholder Created in Template is not Showing the Desired Value


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You have used a placeholder in your e-mail template text and see that it is not replacing with the desired value


SAP Cloud for Customer

Reproducing the Issue

Prerequisite: You have created and maintained a template XYZ (XYZ is the name of the template) with text and placeholder #ContactName# (as an example)

Our example looks at Leads, but the same is true for other views, such as Ticket, Individual Customer, Contact, Account.

  1. Go to Leads workcenter
  2. Go to Activities view
  3. Navigate to the section Emails
  4. Select New
  5. Enter the recipient (Employee, Customer, Contact) in To
  6. From the e-mail editor, select the templates icon and choose the template XYZ
  7. Select Send

You expect that in the mail sent, the placeholder #ContactName# is replaced with the name of the recipient.


You have not mapped the placeholder value to its corresponding desired field and template can only be used when an e-mail is created from the chosen business object.


  1. Go to Sales Workcenter
  2. Go to Templates view
  3. Select Show all and find for XYZ
  4. Open the template XYZ
  5. In the overview section, as shown below click on Add
  6. Maintain the value of placeholder name and map it to the fields exposed by lead which will replace the placeholder.

    Reference Not maintained.png

See Also

Create E-Mail Templates


Placeholder, template, missing, incorrect, sales, service , KBA , LOD-CRM-SC-TMP , Template , LOD-CRM-ACC , Account , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions