SAP Knowledge Base Article - Public

2839187 - Template Organization Placeholders Not Working For Email Signature

Symptom

Organization placeholders in template are not working for e-mail signature.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work centre (or the Sales work centre).
  2. Go to the Templates view.
  3. Click New.
  4. Add required information.
  5. Add text including placeholders for user & organization, for example: #UserName#, #Organization#.
  6. Click Save.
  1. Select menu icon (top right corner).
  2. Go to Settings.
  3. Go to the My E-mail Settings tab.
  4. Add newly created signature template for both New E-mail & for Reply options.
  5. Save and Close.
  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Click New.
  4. Go to the Interactions facet.
  5. Click New/Reply via e-mail (not using Outlook option).

Result: placeholders for Organization are not working.

Cause

User is not assigned to Organization Unit.

Resolution

Assign user to the Organization Unit from the Administrator work centre, Org Structures screen.

Note: this is not the Sales Area as shown in the Employee Profile.

See Also

SAP Help Portal documents:

Solution Guide for SAP Service Cloud - Create Default E-Mail Signatures

SAP Cloud for Customer Set Up Guide - Set-Up Org. Structures

Keywords

org unit, organization, placeholder, user, signature, e-mail, template, ticket , KBA , LOD-CRM-SC-TMP , Template , Problem

Product

SAP Cloud for Customer add-ins all versions