SAP Knowledge Base Article - Public

3656525 - Email Channel Related Placeholders Not Filled in Email Templates for Cases with Source as Manual Data Entry

Symptom

When using an an email response template in a case, you notice that the placeholders {{channel.id}}, {{channel.name}} and {{channel.emailAddress}} are not replaced with the data from the case.

Environment

SAP Service Cloud Version 2.

Reproducing the Issue

  1. Logon to the SAP Service Cloud Version 2 tenant.
  2. Navigate to Cases work list.
  3. Open any case.
  4. Click on "Send Mail" button.
  5. Click "Add Template".
  6. Search for your email template.
  7. Click Apply.
  8. See the placeholders are not replaced.

Cause

For cases in which the Source is Manual Data Entry, the placeholders for email channel highlighted below will not be replaced:

  • {{channel.id}}
  • {{channel.name}}
  • {{channel.emailAddress}}

Resolution

This would be the system designed behavior, as for manually created cases they will not have a direct reference to an email channel.

For cases created via email, then these placeholders would be replaced with the data as expected.

Keywords

Placeholder, Template, Email Template, Email, Source, Email Source, Case, Case Source, V2, Version 2, SAP Service Cloud Version 2, {{channel.id}}, {{channel.name}}, {{channel.emailAddress}}, Manual Data Entry, Manual, , KBA , CEC-CRM-TMP , Templates for SAP Sales/Service Cloud , How To

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions