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20C New Feature Embed Images Inline in Agent Emails Not Working As Expected (Doc ID 2705973.1)

Last updated on MAY 17, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.20.07.0 and later
Information in this document applies to any platform.

Symptoms

ACTUAL BEHAVIOR
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After 20C upgrade, while replying to an OEC message of type Forward, the inline images are not displayed in the message tab.

It appears the {!FORWARD!} tag is impacting the inline image display. If we remove this {!FORWARD!} tag, the image displays.

This tag is used to ensure replies to an internal message are of Internal Note (so they don't display in DCS)

EXPECTED BEHAVIOR
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After upgrade to 20C, All message types should display the inline images under the message tabs.

STEPS
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The issue can be reproduced at will with the following steps:
1. Go to Service Request > Messages > Pick an Existing Message > Forward a message with inline-image > It will not display inline-image under the message tab

2. Reply to an SR message with an inline image, using the FORWARD tag, it will not display the inline image under the messages tab.

3. Go to Service Request > Messages > Send a Response to an existing message with inline image, it will not display the inline image under messages tab.

All the above 3 scenarios failed. it works, as of now ONLY if we create a new message with inline image of type "Customer Entry".


Cause

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In this Document
Symptoms
Cause
Solution
References


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