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Email Update sending Call Logged template


clampj
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Hi

Can someone help me get to the bottom of an email issue please?

For some reason when updating certain calls, the email template being sent is the call logged email so it doesnt actually contain the update, just the original summary and description.

If anyone wants to take a look, i've got the following examples where this has occured:

IN00001935

SR00003901

IN00003960

IN00003961

I cant see any reason why this is happening.

Any help greatly appreciated!

Thanks

J

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Thanks Victor.  The person setting up the services had set all incidents and requests to use the call logged template.  So by setting it to "default" it will send the appropriate template for the action being carried out?

Tested it and it now works as we would like it to so thanks again.

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@clampj good news then :)

13 minutes ago, clampj said:

So by setting it to "default" it will send the appropriate template for the action being carried out?

The "default" template on the service will be the template configured in this application setting:

image.png

The default value/template in this app setting is "RequestMessage" template. You can change this to a template of your choice if you like and then all services having the "default" template will start using the new one...

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