Email template updates case description field

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Posted on by Pandora

Don`t know if this is "as design" after RW2, but is it right that: if you create an email from case timeline and insert a template to the email. The template text gets duplicated to the description field on the case?

The signature from the email is also disappearing from the email.

If this is as design?, is there any documentation on this anywhere?

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Community Member on at

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RE: Email template updates case description field

Thanks for sharing!:)
Pandora on at

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RE: Email template updates case description field

In replay from Microsoft, I got: The issue was identified as a product defect and it is expected to be fixed mid-November.
Anmol Dave on at

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RE: Email template updates case description field

I think it might be a known issue please raise ticket with Microsoft support and get confirmation.

Thank you

Regards

Anmol Dave
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RE: Email template updates case description field

Hi Nora,

It's so strange, my version is '2021 release wave 2 enabled', but I can't reproduce what you mentioned.

Have you do any customizations in email/case?

Can you provide some related screenshots?