My goal is to dynamically load email templates depending on the recordtype of the case.
I followed this documentation(https://help.salesforce.com/s/articleView?id=sf.case_interaction_default_templates.htm&type=5) and checked the box under support settings and created an Apex class according to the template from(https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_email_template_selector.htm).The test class runs correctly, but when I write an email in the case feed, the apex class is not called. No template is loaded. It is also not visible in the debug log that the apex class is called. It looks like another setting is needed, which is not in the documentation.When opening a case and clicking on email compose in the chatter feed not template is selected.
I hope you can help me.
Apex Class:
global class MyCaseTemplateChooser implements Support.EmailTemplateSelector {
// Empty constructor
global MyCaseTemplateChooser() { }
// The main interface method
global ID getDefaultEmailTemplateId(ID caseId) {
System.debug('getDefaultEmailTemplateId '+caseId);
// Select the case we're interested in, choosing any fields that are relevant to our decision
Case c = [SELECT RecordType.DeveloperName FROM Case WHERE Id=:caseId];
System.debug('c '+c);
System.debug('recordTypedevelopername '+c.RecordType.DeveloperName);
EmailTemplate et;
if (c.RecordType.DeveloperName == 'Internal_case') {
et = [SELECT id FROM EmailTemplate WHERE DeveloperName = 'Service_EN_intern_1560873626626'];
System.debug('return template id '+et.id);
}else{
return null;
}
// Return the ID of the template selected
return et.id;
}
}
Test Class:
This are the settings under support settings@isTest
private class MyCaseTemplateChooserTest {
@isTest
static void testChooseTemplate() {
MyCaseTemplateChooser chooser = new MyCaseTemplateChooser();
//get recordtypes
ID internalCaseId = [SELECT Id from RecordType where DeveloperName = 'Internal_case'].id;
ID technicalSupportCaseId = [SELECT Id from RecordType where DeveloperName = 'technical_support'].id;
// Create a simulated case to test with
Case c1 = new Case();
c1.Subject = 'test 1 internal case';
c1.recordtypeId = internalCaseId;
insert c1;
Case c2 = new Case();
c2.Subject = 'test 2 Technical Support case';
c2.recordtypeId = technicalSupportCaseId;
insert c2;
// Make sure the proper template is chosen for this subject
Id actualTemplateId = chooser.getDefaultEmailTemplateId(c1.Id);
EmailTemplate expectedTemplate = [SELECT id FROM EmailTemplate WHERE DeveloperName = 'Service_EN_intern_1560873626626'];
Id expectedTemplateId = expectedTemplate.Id;
System.assertEquals(actualTemplateId, expectedTemplateId);
// Make sure the correct template is chosen in this case
actualTemplateId = chooser.getDefaultEmailTemplateId(c2.Id);
expectedTemplateId = expectedTemplate.Id;
System.assertNotEquals(actualTemplateId, expectedTemplateId);
}
}
Hi Matthias,Refer the below link have suggestions for similar kind of ask.https://salesforce.stackexchange.com/questions/278258/enable-default-email-templates-in-case-feed-is-not-workingIf this information helps, Please mark it as best answer.Thanks!!
