Email Center fails to Send Outbound Emails After Application of Patch 9055063 (Doc ID 1319976.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 12.0.4 and later
Information in this document applies to any platform.
***Checked for relevance on 18-Oct-2012***

Symptoms

On : 12.0.4 version, Agent Console

After the application of patch:

9055063 - SR CREATED FOR INBOUND EMAIL NOT RECORDED IN INTERACTION HISTORY (DOCUMENT ID)

Unable to send outbound emails from the Service Request Form.

Error

The primary_party_id xxxxx must be the same as the contact_party_id xxxxx for single person interactions.

Steps

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

Emails sent from Email Agent Console are fine.

Issue occurs with emails sent from the following navigation:

(R) Service
(N) UWQ/Open Service Request


Once you are in the service request, there is the email icon next to the customer's email address, pressing this button open up the Email Console compose page, users are able to complete the email, spell check it, but when Send is clicked, get the error:

The primary_party_id xxxx must be the same as the contact_party_id xxxx for single person interactions

Cause

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