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Can we use standard service email template in custom email??

Oct 14, 2016 at 07:59 AM


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Former Member

Hi Team,

I have created a custom email functionality in service ticket as I need to pass some custom Bo data to the customer as this functionality may not be possible through the standard email (Reply) provided in the service ticket.
This custom email is working fine but now the customer wants to have the standard email template accessible from the custom email.

1. Can we pass custom Bo data that is available in custom embedded component in service to the Standard Email(Reply) while sending email?

2. Can we access standard service email templates from custom email?

Kindly help in this.


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Former Member
Oct 14, 2016 at 08:33 AM

Hi Siraj,

I worked on something similar recently with the email inside the service request.

Unfortunately the after modify of the activity(email) is only triggered once the email is sent. So for sure you can change/append text onto both the subject and the body of the email after the send button is pressed, but that is all you can do.

In relation to the template, as far as I could see the FormattedTemplate BO holds the email templates but this is not released :-(.



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