This document describes a known issue in Cherwell that causes a message body to be left off of the journal note created when an email is sent.
When using the Cherwell web client, the option to use the "E-mail" dropdown to reply will send the e-mail successfully, but the journal note that records the e-mail will be missing the message contents. This will make it impossible to go back and see the information that was sent (or for others viewing the incident to see it).
There are two ways to work around this:
Click the customer e-mail address in the incident. This will pop open a new window to compose an e-mail.
Use a one-step that sends an e-mail. It is possible to create or use an existing one-step to send an e-mail to the customer. Any of these that attach the record to this incident will have all information included in the mail history journal.
We are working with the vendor to troubleshoot this issue and hope to resolve it in the future.