This problem is really old and I found out why it happens (with no solution).
By mistake, many months ago I renamed (preceded with a “Z”) those email templates :
Contact Case Update
User Case Update
Since then users receives blank emails from CRM randomly and so does the customers.
I did not realized the relation then but this morning I confirmed it really appears to be related.
So I removed the “Z” before the name, tried it with no changes (blank emails)
I made a quick repair , still have the problem…
Are those hard coded somewhere or do you have any other idea to reset the process relation with the right template…
Thank you
What do you mean “I renamed”? You changed their name inside the app (Email Templates module), or in Dropdown editor, or via PHP custom code, or through the database?
Through the email templates…
Before writing this I noticed that the type was not “system”, I modified it to be system and rebuilt with no more success.
the email goes out to the customer and the assigned case user but are not using the templates… they are blank.
I should add that the 1st email confirmation to the customer goes out fine as per settings in the inbound emails config.