Wrong message templates sent via compliance policy

[PiotrWisniewski]

Hello team

Dedicated SaaS ver: 1909

Since the last update to ver 1909 we are encountering issue with message templates sent via compliance policy.
Message templates set during CP creation are not honored and template from GLOBAL is sent instead.

Same is in our shared SaaS: 1912

Anybody observed same? We have already raised the AW ticket. Thet are investigating

[Bobwardt]

we had the same issue with our OS compliance and had thought someone had made an error and rectified the issue ourselves.
we are on CN556

[PiotrWisniewski]

Thanks, And what was the fix?

[Bobwardt]

we just re pointed to our own templates

[PiotrWisniewski]

We have found the root cause. As of release 1909 there is a new better globalization experience for message templates:

From the release notes we have: *Templates now provides a better globalization experience. With the new system,
admins using message templates only see templates for the active language. For
example, if an admin uses the Workspace ONE UEM console with Japanese, they
will only see Japanese message templates.*

Some of our templates have not all needed languages added in the list. That's why if Organization Unit language was not on the message templates list , global template (generic one) was sent.

We added almost all languages in the templates, and we configured them

Fix done! 🙂

[johnny0099]

That an awesome find! We've had a month long ticket with support about this...