SAP Knowledge Base Article - Public

2636373 - Email Subject is Not Changed When an Email Template is Selected in a Reply to a Ticket


When replying to a Customer Ticket, the selection of an Email Template changes the body of the message, but has no effect on the Email's subject.


SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open Ticket ABC (ABC represents the Ticket ID).
  4. Select the Reply button.
  5. Select the Template hyperlink underneath the text field.
  6. Select Template XYZ (XYZ represents the template name, which has an e-mail body and a subject maintained).
  7. Select the OK button.

Only the text in the body of the message is added, the subject is not changed.


The Template's Subject field is only relevant when the template is used for a notification.

When the template is used to populate a response within a ticket, the template subject is ignored, since the subject of the response is already defaulted to the subject of the ticket plus the Ticket ID (for threading purposes).


This is currently the expected system behaviour in SAP Hybris Cloud for Customer.


E-Mail Subject Template Reply Answer not changed ignored , KBA , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins 1802