Default Email Template Category not showing the correct Category.

(Doc ID 1053775.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Customer Support - Version 12.0.6 to 12.1.3 [Release 12 to 12.1]
Oracle Email Center - Version 12.0.6 to 12.1.3 [Release 12.0 to 12.1]
Information in this document applies to any platform.
***Checked for relevance on 14-Oct-2011***


Symptoms

The resulting message component dialog, does not contain the default email category on the right hand side. Instead the following warning is displayed:

Error

No default template category has been set up.
Please contact your system administrator.



Steps to Reproduce

The issue can be reproduced at will with the following steps:

(R) Case Worker
(N) Agent Dashboard/Case

Open up an incoming email attached to the case from the case history email header.
Click Reply.


Note:

From the Case page, clicking the email address URL in the Customer Profile box, will bring up the message component dialog and this displays the default template category as expected.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms