# Custom email template throwing error on 9.3.3 **URL:** \ **Category:** Process Design\ **Created:** [December 12, 2025, 4:20pm UTC](https://discuss.workflowgen.com/t/custom-email-template-throwing-error-on-9-3-3/2335 "2025-12-12T16:20:01Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![ParadimeWeb](https://avatars.discourse-cdn.com/v4/letter/p/8e8cbc/32.png) [@ParadimeWeb](https://discuss.workflowgen.com/u/ParadimeWeb)\ **Post date:** [December 12, 2025, 4:20pm UTC](https://discuss.workflowgen.com/t/custom-email-template-throwing-error-on-9-3-3/2335/1 "2025-12-12T16:20:01Z")
I have a simple process with a custom email template file. When adding this additional notification to an action, the action fails to launch. Process\_CreateInstance at Advantys.Workflow.Engine.NotificationsManager.WriteEmailNotificationLog(String logLevel, String notificationType, String senderEmail, String senderName, String recipientEmail, String recipientName, Nullable`1 recipientId, Nullable`1 delegatorId, MailMessage message, String threadIndex, Exception exception) at Advantys.Workflow.Engine.NotificationsManager.SendMailNotification(MailMessage message, String recipientName, String recipientEmail, Nullable`1 recipientUserId, Nullable`1 delegatorUserId, String threadIndex, String notificationType) at Advantys.Workflow.Engine.NotificationsManager.SendActionAdditionalNotifications(Int32 processInstanceId, Int32 activityInstanceId, NotificationType notificationType, WorkflowException workflowException) at Advantys.Workflow.Engine.WorkflowsManager.SendNewActionNotifications(Int32 processInstanceId, Int32 newActivityInstanceId, WorkflowUserIdentity connectedUser, Boolean isNotifyPullOrToAssign, Boolean isNotifyToDo, String assignType, Int32 userIdAssigneeDb, Boolean isAssignmentError) at Advantys.Workflow.Engine.WorkflowsManager.CreateAction(Int32 processInstanceId, Int32 processId, Int32 activityId, WorkflowUserIdentity requester, WorkflowUserIdentity connectedUser, Int32 assigneeId, Int32 directLoopCount, Nullable`1 blockId, Nullable`1 parentBlockId) at Advantys.Workflow.Engine.WorkflowsManager.CreateActions(WorkflowUserIdentity connectedUser, Int32 processInstanceId, Int32 processId, Int32 activityId, WorkflowUserIdentity requester, Int32 directLoopCount, Nullable`1 blockId, Nullable`1 parentBlockId) at Advantys.Workflow.Engine.WorkflowsManager.CreateActionsOnRequestCreated(Int32 processInstanceId, WorkflowUserIdentity connectedUser, WorkflowUserIdentity requester) at Advantys.Workflow.Engine.WorkflowsManager.HandleOnRequestCreated(Int32 processInstanceId, WorkflowUserIdentity connectedUser, WorkflowUserIdentity requester) at Advantys.Workflow.Engine.WorkflowsManager.CreateRequest(DataRow process, WorkflowUserIdentity requester, WorkflowUserIdentity connectedUser, DataSet context, DataRow action) at Advantys.Workflow.Engine.WorkflowsManager.CreateRequest(Int32 processId, WorkflowUserIdentity requester, WorkflowUserIdentity connectedUser, DataSet context) at Advantys.Workflow.Web.UI.Portal.ProcessPages.ProcessStart(PageController pageController) ---
**Author:** ![ParadimeWeb](https://avatars.discourse-cdn.com/v4/letter/p/8e8cbc/32.png) [@ParadimeWeb](https://discuss.workflowgen.com/u/ParadimeWeb)\ **Post date:** [December 12, 2025, 4:30pm UTC](https://discuss.workflowgen.com/t/custom-email-template-throwing-error-on-9-3-3/2335/2 "2025-12-12T16:30:31Z")
Just confirming that the exact same process works in v8.3.3. I also tried on 9.3.2 and it crashes. ---
**Author:** ![lyelle](https://yyz2.discourse-cdn.com/flex030/user_avatar/discuss.workflowgen.com/lyelle/32/455_2.png) [@lyelle](https://discuss.workflowgen.com/u/lyelle)\ **Post date:** [December 12, 2025, 6:37pm UTC](https://discuss.workflowgen.com/t/custom-email-template-throwing-error-on-9-3-3/2335/3 "2025-12-12T18:37:49Z")
Hello, We want to investigate this issue more closely. Can you open a ticket in our helpdesk to investigate this issue? Regards, Lynn ---
**Author:** ![ParadimeWeb](https://avatars.discourse-cdn.com/v4/letter/p/8e8cbc/32.png) [@ParadimeWeb](https://discuss.workflowgen.com/u/ParadimeWeb)\ **Post date:** [December 12, 2025, 7:11pm UTC](https://discuss.workflowgen.com/t/custom-email-template-throwing-error-on-9-3-3/2335/4 "2025-12-12T19:11:02Z")
Opened a support ticket. ---
**Author:** ![lyelle](https://yyz2.discourse-cdn.com/flex030/user_avatar/discuss.workflowgen.com/lyelle/32/455_2.png) [@lyelle](https://discuss.workflowgen.com/u/lyelle)\ **Post date:** [December 12, 2025, 7:27pm UTC](https://discuss.workflowgen.com/t/custom-email-template-throwing-error-on-9-3-3/2335/5 "2025-12-12T19:27:02Z")
Hello, Can you tell me the Zendesk ticket number so I can make a follow-up on the issue? Regards, Lynn ---
**Author:** ![ParadimeWeb](https://avatars.discourse-cdn.com/v4/letter/p/8e8cbc/32.png) [@ParadimeWeb](https://discuss.workflowgen.com/u/ParadimeWeb)\ **Post date:** [December 12, 2025, 7:58pm UTC](https://discuss.workflowgen.com/t/custom-email-template-throwing-error-on-9-3-3/2335/6 "2025-12-12T19:58:27Z")
I have to go through Intellera support. I can ask them to forward you the ticket.