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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 08, 2021

Applies to:

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


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.


1. Assign agents to email accounts:

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 to an internal employee eg. Product Manager. This email message is stored as an interaction in the History tab

4. Agent B (email account & not assigned to 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


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