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OSC for Outlook: Duplicate Word Document is Created For Every Email Set To Shared with Sales Cloud (Doc ID 2836200.1)

Last updated on JANUARY 26, 2022

Applies to:

Oracle Fusion CX Sales Cloud Service - Version 11.13.21.07.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.21.07.0 version, Microsoft Outlook

ACTUAL BEHAVIOR
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Duplicate word doc created for every email set to sync

Customer is using OSC for Outlook plugin. In Outlook, after setting a specific email for Sharing with Sales Cloud, a shadow word document is created with the email, and all attachments are created as separate items. The actual email does not sync to OSC. He does not see sync error.  This happens with all his emails. This is the only user facing this issue.


EXPECTED BEHAVIOR
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Email should be synced to Sales cloud as an activity , and no duplicate items created in Outlook

STEPS
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The issue can be reproduced at will with the following steps:
1. Set an email to Shared with Sales Cloud
2. Outlook shows a duplicate email as word document in Inbox, along with separate items for any attachment in the email


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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