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.
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