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Changes to a message template are not appearing in outgoing emails
Answer ID 9868   |   Last Review Date 12/07/2019

Why aren't changes to message templates appearing in the system generated emails?

Environment:

Message Templates Enabled

Issue:

I made some changes to a message template and deployed the message template, but those changes aren't appearing in the system generated emails.

Resolution:

When making edits to message templates, for the edits to become live, the following steps must be completed:

1. The edited version of the message template(s) must be deployed, using one of the following methods

  • Click the "Deploy" link to the right of the "Edit" link in the message template home screen (this will flag the specific template for deployment on that interface)
  • Click the "Deploy" button in the ribbon, from the message template home screen (this will flag the global template for deployment on that interface)
  • Click the "Deploy" button in the ribbon, from the message template editor (this will flag the current template for deployment on that interface)
  • Click the "Deploy All" button from the message template home screen (this will flag the global templates as well as the entire set of messages across all interfaces for deployment at the same time)

2. After deploying the template(s) via step 1, the deployed template(s) must be committed to the database. This can be done by clicking the green check mark in the message template editor to accept the changes made (if any) followed by clicking either the "Save" or "Save & Close" buttons from the ribbon.

Additional notes:

You will know that the message template has been successfully deployed and is now live if the "Last Deployed" date on the Message Template home screen reflects this recent change.  If the date displayed is "Pending", the message template has not been committed, and is not currently live.

You can also compare the most recently edited version of the template with the current live version of the template by viewing the template in the editor and toggling back and forth between the "Edit" and "Live" document using the corresponding ribbon buttons.

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