Agent is not able to download to save a PDF document from the agent console but in his Outlook he is able to do this. (Doc ID 1594340.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

State the loss of functionality
Agents unable to save attachments from emails

Significance of loss
Agents need to save attachments to be able to conduct their daily duties

Where the Issue happens
When agents click on an email attachment in the 'Customer Details' area of the console when looking at an email

Expected or acceptable result
Agent should be able to save the attachment

Include specific error messages (error number with syntax)
System is stating that the agent does not have permission to save the document

What is working
Agents are able to save attachments from emails via Outlook

Changes

If the agent was previously able to do this, check to see if any changes have been made to the user's Windows User Profile.

Cause

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