Quick Message Template Selection Doesn't Clear the Previous Selection - Known Error

Quick Message Template Selection Doesn't Clear the Previous Selection Description In New York and later, when user selects a quick message template on email client, the Selected template name doesn't appear in selection. When user selects a new quick message template ideally, it should replace the email body with new data, however it appends the new email body to old selection

Steps to Reproduce

Prerequisites: There should be quick message templates configured on the sys_email_canned_message table. If you are using the email client on the incident table then the quick message template needs to be configured on the incident table

Open any incident Click on More Options > Email In the header, there is a field, Quick Messages , with a drop-down showing Quick Message Templates configured for the Incident table. Select any of the available Quick Message Templates, it updates the email body with the contents of the quick message template, and selection from the quick message field is cleared. Select a different quick message template from the drop-down Expected behavior : When a different quick message template is selected, it should replace the old email body with new contents

Actual behavior : A new email body is appended to the original email body.

Workaround This is expected behavior and by design in the current releases.

Documentation for default behavior: KB0789057 - Email Client –Quick message choice showing –none- even after selecting option

Please bear in mind that switching to a 'replace' syntax can be problematic when using the 'reply reply-all' functionality from within the activity stream, as it will replace the entire email including the reply context. This is the main reason why the default is now 'insert' for quick messages.