Troubleshooting Tip: Custom incident email templates not reflected in the preview or emails

This type of issue generally occurs when the scope of the custom template is set to 'Super' or another ORG. When checking through the GUI debug, it will provide null values, not respond with proper values, and return no 200 response code.

To resolve this, change the scope of the custom template to 'System' instead of Super or other ORG, as shown below:

The 'Scope' within the custom template was incorrect. Once changed to 'System', it will successfully send the email with the custom template.