Message template is not getting triggered
SummaryMessage template is not getting triggered based on the case section and condition instead default template is getting triggered
Whenever a ticket is raised from the customer portal the acknowledgement mail with custom message template based on a case condition needs to be triggered to the user. For this I have created a custom message template included case section and required condition in it.
While testing the result with the same condition then user is getting acknowledgement mail with the default message template only but not the customized one.
Please help me to handle this issue and kindly let me know if i am missing anything in this process