In my world the case/incident is named Ticket. We use email templates for notifications for a new Ticket, resolved Ticket, etc.
No matter what we type in the Subject field of the email template ONLY the Ticket ID shows in the subject when the email is sent/received.
We have typed text and inserted dynamic text fields. none of these show in the actual email that is sent.
Also, we had previously turned off email tracking so that the subject does not contain “CRM: 999999” for example.
Has anyone seen this behavior? what gives?