Missing email template

[SarahR]

when we log tickets via the Raise New button in service management and then go to email. there is no template in use. eg: 

 

however, when a ticket is logged via email or portal, the email tab uses the Request form Template: 



What configuration am I missing to get tickets raised via "Raise New" to use the email template when sending emails from tickets? 

[Steve Giller]

Are the two types of Requests raised against the same Service?

[SarahR]

20 hours ago, Steve Giller said:

Are the two types of Requests raised against the same Service?

Sorry for the delay in replying to you Steve. 

Not sure I follow what you mean but the workflows for the button (Raise New > Incident, or, Raise New > Service Request) are both set as catalog items for the related service in Service Portfolio. 

[Steve Giller]

A Service can have a default Mailbox - it may be that one one of the Requests is against a Service with a default mailbox specified, and one is not.

[SarahR]

we have 2 services: 

Log a request

Log an Incident 

All methods of raising a ticket should link to the relating service, depending on if it is an Incident or Request. 

If you log a ticket via the portal or raise it via email, and hen go to the email button in the ticket, it prefills the email with the template.  

However, if you log a ticket via the "raise New" button it does not. 

I am not sure how that relates to what you are meaning and would appreciate some pointers on where to look to get this resolved. 

Thanks

[SarahR]

I seem to have resolved this now - turns out I was missing a step in the Workflows relating to the Raise New button. 

 

Thanks for you help.