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Support Article

Word template opens but dynamic fields fail to merge



Application uses out-of-the-box (OOTB) wordinclude section to customize correspondence. When user selects Word template to create custom correspondence, two problems are encountered:

1. User has to dismiss unexpected popup by clicking “Open”

2. Word template opens, but embedded fields do not merge in to the document as expected.

Error Messages

Not Applicable

Steps to Reproduce

1. Run the create correspondence flow.
2. Select Word template.
3. Click "Open" to dismiss "Open/Save/SaveAs" popup.

Root Cause

The "Open/Save/SaveAs" popup is raised due to difference between the user workstation Windows registry settings with the required registry settings as displayed below.

The second issue (dynamic fields fail to merge in to the document) occurs since the wordinclude facility behaves as designed - it does not process template fields.


Re-implement correspondence customization feature to use out-of-the-box wordmerge section instead of wordinclude.

Published January 31, 2016 - Updated October 8, 2020

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