Missing “New” Button When Creating Email Template in CoreLOG Personalization

Question

Dear Team,

I am trying to create a new email template in CoreLOG, following the steps described in the official manuals.

🔹 Steps performed:

1. Navigate to Personalization Settings
2. Open the Email Templates tab

🔹 Expected behavior:

• The “New” button should be available to allow creation of a new email template.

🔹 Actual behavior:

• The “New” button is not visible, so I am unable to create a template.

🔹 Additional context:

• I have access to Personalization and can view existing templates.
• This occurs consistently (not a one-time issue).

❓ Questions:

• What permissions or roles are required to enable the “New” button?
• Is template creation restricted to specific user profiles (e.g., superusers/system admins)?
• Could this be related to configuration or environment settings?

Any guidance on how to resolve this would be appreciated.

Thank you in advance.

Kind regards,Dear Team,

I am trying to create a new email template in CoreLOG, following the steps described in the official manuals.

🔹 Steps performed:

1. Navigate to Personalization Settings
2. Open the Email Templates tab

🔹 Expected behavior:

• The “New” button should be available to allow creation of a new email template.

🔹 Actual behavior:

• The “New” button is not visible, so I am unable to create a template.

🔹 Additional context:

• I have access to Personalization and can view existing templates.
• This occurs consistently (not a one-time issue).

❓ Questions:

• What permissions or roles are required to enable the “New” button?
• Is template creation restricted to specific user profiles (e.g., superusers/system admins)?
• Could this be related to configuration or environment settings?

Any guidance on how to resolve this would be appreciated.

Thank you in advance.

Kind regards,

Answer 1

Hello,

Thank you for your time sharing the details about your situation.

Based on the description, it looks like you're having a problem with the the missing New button appears inside CoreLOG’s Personalization Settings > Email Templates area. As far as I know about CoreLOG, the setting is controlled by CoreLOG application permissions or environment configuration rather than Outlook/Microsoft 365 settings.

Therefore, for the best possible guidance, please contact your internal CoreLOG administrator or superuser first and ask them to verify whether your profile has permission to create email templates, not only view existing templates. If the admin confirms your permissions are correct but the button is still unavailable, the next best step would be to raise this with CoreLOG/CoreLogic/Cotality support or your organization’s CoreLOG account manager, as they can confirm the required role, check whether template creation is restricted in your environment, and review any configuration issue.

When escalating the issue, you can also include screenshots of the Email Templates page showing the missing New button, your CoreLOG username/profile/role, the environment where this occurs, and whether another admin/superuser can see the button. This may help the CoreLOG support team quickly determine the problem and provide the most appropriate assistance for your concern.

Apologies for redirecting you to a different support route as I'm forum moderator, my primary role is to guide users toward the appropriate resources and support channels and the category you initially posted in primarily focuses on Microsoft 365-related topics, therefore I may not have the depth of expertise needed for your questions relating to CoreLOG's environment.  

Thank you for your patience and understanding. If you have any concerns or questions in the future, please don’t hesitate to reach out. Not only will I be happy to assist you, but all moderators in the Q&A forum will also do their best to provide support and guidance.  

I hope everything gets sorted out soon. Wishing you a fantastic day ahead. 

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Answer 2

Template creation in Outlook on the web is controlled by where templates are created and how the mailbox is accessed, not by a “CoreLOG”–specific role model in the provided context.

For Outlook on the web using the My Templates add‑in and shared mailboxes:

1. Template availability and where the “New” option appears
   • When a shared mailbox is opened in the same browser tab/window as the primary mailbox, templates created there are personal to that user account. Other users with access to the shared mailbox cannot see or edit them.
   • When the shared mailbox is opened via Open another mailbox in a separate tab or window, templates created there are shared: any user who opens that mailbox the same way can view and edit those templates.
   • Templates created in the primary mailbox are not available when opening the shared mailbox in a new tab/window, and vice versa.
2. Why a “New template” option may appear missing Based on the documented behavior, common causes for not seeing the ability to create or use templates include:
   • Accessing the shared mailbox in a way that does not surface the templates created for that context (for example, opening the shared mailbox in the same tab as the primary mailbox when templates were created via Open another mailbox, or the reverse).
   • Expecting templates created in the primary mailbox to appear in the shared mailbox context (this is not supported).
3. Permissions/roles and restrictions
   • The context does not list any special admin or superuser role required to create templates with the My Templates add‑in.
   • Template visibility is scoped by mailbox context and access method, not by elevated roles.
4. Configuration/environment considerations
   • If templates are expected to be shared among users for a shared mailbox, all users must open that shared mailbox using Open another mailbox in a separate tab/window and create/use templates there.
   • Templates created in one context (primary mailbox vs. shared mailbox, or different access method) will not appear in the other context, which can look like the “New” option or existing templates are missing.

To resolve the issue, ensure that template creation and use are done in the correct mailbox context (primary vs. shared) and via the correct access method (Open another mailbox for shared templates). If the environment is using a custom UI (such as “CoreLOG Personalization”), verify that it is actually invoking Outlook on the web’s supported template mechanism for the mailbox context in question.

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References:

• Create an email message template