Global Template Issue "can't instantiate template"

(0) Share

Report

Posted on by Karuna Karan

1,212

I created a Global Template with nothing much in the body, just Hello. And I created a WF over Queue Item entity which sends email to Queue Owner (User/Team Email) upon Queue Item record creation. Basically when a Case is created and assigned to a queue WF sends an email (global template) to the queue owner Team/User.

3034.Untitled.png

And I get a WF failure - can't instantiate template message.

Any know reason for this or i'm i using it incorrectly?

*This post is locked for comments

I have the same question (0)

All responses (6)

Answers (0)

David Jennaway 14,065 on at

Like (0)

Report

RE: Global Template Issue "can't instantiate template"

It sounds like you can't instantiate a template against the Queue Item entity, which is not that surprising. You'd want to use the template against the queue owner, but that's 2 relationship steps, so you may not be able to do this is one workflow. Instead, you could create a workflow on the Queue entity that sends an email to the Queue owner, and the Queue Item workflow could start the Queue workflow through a Start child workflow step

Was this reply helpful? Yes No
Karuna Karan 1,212 on at

Like (0)

Report

RE: Global Template Issue "can't instantiate template"

David,

Still the same issue, check the pics, let me know if i made a mistake.

Note: I'm able to send email from a queue item to the queue owner's email, if i use a 'create a message' option. But i'd like to use the template for a reason.

Was this reply helpful? Yes No
Community Member on at

Like (0)

Report

RE: Global Template Issue "can't instantiate template"

Hi there,

I experienced a similar problem using the Send Email workflow step with Email Templates, but on Activity entities. The error message that I get is "can't instantiate templateDetail".

The resolution that worked for me (not sure if it will work on 'Queue Item' workflows) is to set the second workflow step drop down to the entity reference that you are interested in, e.g. the Owning User, rather than the workflow entity itself. On the 'Set Properties' page, I also reference the 'Owning User (User)' value.

Hope this helps someone.

Regards
Ching

Was this reply helpful? Yes No
Suggested answer

Nadeeja Bomiriya 6,804 on at

Like (0)

Report

RE: Global Template Issue "can't instantiate template"

Hi Karunakaran,

As a first step, Publish All Customizations and try again.

Was this reply helpful? Yes No
Roxana 691 on at

Like (0)

Report

RE: Global Template Issue "can't instantiate template"

Hi, Im using yor solution.

But I dont understanda in what Field of "Set Property" to register " Owning User (User).

Please your help.

Was this reply helpful? Yes No
Suggested answer

Community Member on at

Like (0)

Report

RE: Global Template Issue "can't instantiate template"

Ching Chew's solution worked for me as well.. Thanks a lot.

Was this reply helpful? Yes No