Some Mail Not Showing In Console (Doc ID 1945091.1)

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

Product: Live Help On-Demand (Mail)
Version: N/A

The loss of functionality
- Agent is unable to see all the messages in the Mail Queue

The sequence of events
- Agent logs into the Console and the Mail Queue number is not the same as the other agents assigned to the same departments as the agent seeing the issue

Where it happened
- The issue happens in the Agent Console

The significance of loss / cusotmer impact
- The agent is unable to answer Mail that is not shown in the Console

Include specific error messages (error number with syntax)
- There are no error messages

What IS working
- The agent is able to log into the Console and navigate around

What is the expected or acceptable result?
- The expected behavior is for the agent to see all mail for all the departments he/she is assigned to

What about the system has recently changed?
- No recent changes to the system

Cause

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