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Issue while using global template to sent an email.

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Posted on by Shivanshu Sharma

i was creating a workflow on Knowledge article entity to send an email using global template. so the first issue which i faced is getting error like"can't instantiate template". Then I changed the drop down in send email step to related entites "owning users". then it started working. But then i was not getting the dynamic values which i used in global template.

So first thing is why it is not allowing to have current entity in the drop down available next to "use template" in send email step.

Second if i m using owning team in that drop down i'm not getting the dynamic values from the global template.

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LuHao 40,892 on at

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Hi Shivanshu,

1. The Knowledge Article entity does not have an email template, it does not belong to the entities of the email template.

Email templates only support these entities.

Therefore, in your environment, you cannot use the email template of the current entity "Knowledge Article".

BTW, in my environment, when I select an email template in the workflow, I can select the current entity "Knowledge Article", but it does not have any email template. At least I did not encounter the error message.

2. If the Owner is a team, since the User and the Team are two different entities, its User is empty, so User's dynamics fields have no data.

In summary, I would recommend you do not use email templates in the workflow, but create new message, set conditions to distinguish whether the owner is a user or a team and use the dynamic values of the workflow to write the email.

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LuHao 40,892 on at

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Hi partner,

Has your problem been solved? Need more help?

Please don't forget to click Yes under "Did this answer your question?" to close this thread.

Thanks.

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Doher Drizzle 115 Most Valuable Professional on at

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Hi Shivanshu,

Have you tried the option for the step just send email not the template then you will create the actual email like a template and add the dynamics values from the needed entity?

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