@aseelalrahimi I’m assuming you are triggering these emails using events? What does your event look like? Does it trigger “before” or “after”? What criteria has been set?

Did you mean the event builder ?, cause I assume before about the output section and I made changes but nothing happened. 

Here is a screenshot for the event builder and thank you in advance 

Oh, this is for Assyst and not IFS Cloud. Then I cannot help you unfortunately. @KristenGastaldo can you move this topic to https://community.ifs.com/ifs-assyst-328?

It is on the assist management section