Email Center Agent Sees 'My Inbox' As Empty When One Specific Message Is Assigned To The Agent (Doc ID 1320362.1)

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 19-APR-2013***

Symptoms

Find that when an email subject is longer that 240 characters, upon opening this email the agent's inbox content disappears.

EXPECTED BEHAVIOR
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Expect that when opening an email an agent's inbox is not affected by this.

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

Ensure an agent already has existing emails in ttheir inbox
1. Send an email with subject of more 240 characters
2. Email center agent console responsibility
3. open email - then cancel to process later
4. Check inbox by - Messages tab - inbox - no emails are seen
5. Message can be seen from the Supervisor queue.

Cause

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