SAP Knowledge Base Article - Public

3429587 - Empty Placeholders Are Not Shown As Blank

Symptom

You select a signature template in Email and notice that placeholders like {{formattedName}}, {{extensions.Position}} are shown along with your signature instead of being shown as blank.

Environment

SAP Sales Cloud and SAP Service Cloud Version 2

Reproducing the Issue

  1. Go to Cases and open any case.
  2. Click the "Send email" button.
  3. Fill out the details in 'From' and 'To' fields.
  4. From Signature option, select a template.
  5. You can see in the email, that the signature is shown along with the placeholder (for example -  {{extensions.Position}} ).

Cause

This is the system design and not a bug.

Resolution

Placeholder is kept as it is to let the agent know there is an action that needs to be taken at their end.

As a workaround, template can be tweaked using #if condition in HTML code. For example,

{{#if ( eq extensions.Position NULL ) }} 
    {{formattedName}} <br>
 {{else}}
    {{formattedName}} {{extensions.Position}} <br> 
{{/if}}

As per the above code example, if {{extensions.Position}} placeholder is empty, then only {{formattedName}} is displayed; else both {{formattedName}} and {{extensions.Position}} placeholder values are displayed.

Keywords

Placeholder, empty, blank, Signature Template , KBA , CEC-CRM-TMP , Templates for SAP Sales/Service Cloud , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , CEC-CRM-CZM-DTR , Determination for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions