Scenario

User is attempting to update an existing template directly from a sales transaction however when clicking on the Merge & Send button, an error occurs.

Steps taken:

1. View any transaction record (e.g. Sales Order)
2. Navigate to Communication > Messages tab
3. Click Email button
4. Template: Select existing template
5. Update checkbox: Enter checkmark
6. Click Merge & Send button
   Note: Resulted to "An unexpected error has occurred. Please click here to notify support and provide your contact information."

Solution

To resolve, copy the whole template into a new template.

1. View any transaction record (e.g. Sales Order)
2. Navigate to Communication > Messages tab
3. Click Email button
4. Template: Select existing template
5. Under the Message box, click the Source button
6. Copy the entire codes
7. Navigate to Documents > Templates > Email Templates > New
8. Enter Name
9. Under the Message box, click the Source button
10. Paste the entire codes copied in Step 6
11. Click Save