Replied Email Is Stuck In The Pre-Processing Queue (Doc ID 1537286.1)

Last updated on NOVEMBER 18, 2013

Applies to:

Oracle Email Center - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms


Actual Behavior

The email message response from an external party is stuck in the pre-processing table when an email message is sent to that external party who is not an employee from an internal email account in Email Center from the SR form.  Furthermore, the rule defined to auto-update the SR doesn't get triggered.

Expected Behavior

Expect emails from external party to be received into Email Center.

Steps

The issue can be reproduced at will with the following steps:
(R) Email Center Agent Console
(N) Home > Inbox

The email message is not visible in the inbox.


Cause

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