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Email Center, Possible for Agent to View Email History, for an Email Account the Agent is Not Assigned To. (Doc ID 1325017.1)

Last updated on AUGUST 24, 2018

Applies to:

Oracle Email Center - Version 12.1.2 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.2 version, Viewing Email History

Agents have the ability to open email interactions in the History tab of a Case in Case Management even though they are not assigned to the email account from which email messages were exchanged.

Steps:

1. Assign agents to email accounts:

Agent A is assigned to an EMC Account X@world.com
Agent B is assigned to an EMC Account Y@world.com



2. Email interactions take place for a specific Case & these interactions are stored in the History tab between agents and the customers, agents & internal employees

3. Agent A sends an email (email account X@world.com) to an internal employee eg. Product Manager. This email message is stored as an interaction in the History tab

4. Agent B (email account Y@world.com & not assigned to X@world.com) now accesses the case through Case Management & clicks on the History tab to view all the interactions.

5. Agent B now clicks on the email interaction that took place between Agent A & the Product Manager above.

Expected Behavior

Expect only Agent A to view email messages

Cause

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In this Document
Symptoms
Cause
Solution
References


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