The following actions generate the problem:
You expect the new email template to be sent.
The old template is sent.
The template is stored with the rule and must be refreshed manually. When you use the Send Email action to create routing rules, you must resave the rule to save changes to the email template.
To update an email template for existing routing rules
Workflow 7.1 SP2 and ServiceDesk 7.1 SP2
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