Why isn't the incident's subject line appearing for our customers?

Environment:

Outbound Email, Message Templates
Oracle B2C Service

Issue:

The incident's subject line is missing from our outbound emails, instead the default subject is present.

Resolution:

Within Message Templates you can personalize your email subject lines to tailor your message to different audiences with advanced subject editing. In addition to the default subject line, you can add up to ten conditional subject lines to each message template.

List your additional subjects in order of importance because the first one that matches will define the message’s subject line. If no conditions are met, the default subject line is used. (The default subject line will always be listed last.)

When customizing the subject of message templates keep in mind that the incident's original subject line will be present only if the 'Incident Subject' merge field is used, otherwise the customized subject line will show up.

Access the Message Templates editor in your navigation set at Configuration > Site Configuration > Message Templates. From an open message template, click Advanced to the right of the subject’s Merge Field icon. To add merge fields to your additional subject lines, click the Merge Field icon next to the Subject field.

For additional information, refer to the Add a conditional subject line section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.