SAP Knowledge Base Article - Public

2571330 - You are not Able to use Document-Based E-mail Template When Processing a Ticket


You are not able to use Document-Based E-mail Template when processing a Ticket.

Reproducing the Issue

1.Go to the Customer Service work center.

2.Go to the Tickets view.

3.Filter by Source: E-mail.

4.Open any Ticket.

5.Go to the Interactions tab.

6.Click on Reply and deselect the Microsoft Outlook checkbox.

7.Select the Insert Template button.

8.Only Text-based Templates are shown, Document-based Templates are missing.

Expectation: As e-mails are created in HTML, you are expecting that you should be able to use all templates.


There are two types of templates available in the system:



1.Only templates of type Text-Based are supported in the Interactions tab of the Ticket. Hence you only find the text based templates listed.

2.The Document-based (.HTML) templates are used for automatic triggering of e-mail notification based on workflow rules defined.


This is the expected behaviour of SAP Cloud for Customer.

Possible Workaround:

Documents based templates can be used as branding template and linked to a channel ; in which case email interactions sent out of this channel will have the content merged with the branding template content.


Document based Templates, Ticket Templates , KBA , document based templates, ticket , LOD-CRM-SRP , Service Request Processing , Problem


SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711