Business rules and Change Request Template

We are in the process of adding our level 1 and level 2 troubleshooting to our incident templates. We use business rules to execute the template change for well defined emails. Since there is no merge option in business rules (would be a nice feature) for the content coming in via email, we choose to put the troubleshooting steps into the resolution section of the incident template. The business fires, it changes the template as expected, but the resolution portion of the newly created ticket is empty. If I simply create a new incident, select the same template, then the resolution populates with the level 1 and 2 troubleshooting as I would expect.

We are frustrated in trying to get this little process improvement project started, thinking it will greatly improve our first call resolution rates. Just curious if anyone else has had this issue or knows how to resolve it?

Thanks,

Craig Rice