Email Center: Default Template Hyperlinks For Attach/Insert Not Working (Doc ID 1901629.1)

Last updated on MARCH 09, 2019

Applies to:

Symptoms

ACTUAL BEHAVIOR

The Email Center links for Insert and Attach Template, shown under the Service Request Number, do not work. Only the link to the default service request template works.

EXPECTED BEHAVIOR


All three links to either open, insert, attach the template.

STEPS

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

(R) Email Center Agent Console
(N) Messages/My Inbox

Open Message, attach Customer and create SR.

The default template from the profile: Default SR Status Template, set by (R) Email Center Administrator, (N) Profiles is shown under the SR number.

Clicking on the link for the template name will open the template.

However the insert/attach hyperlink just below fail to insert or attach the template:

javascript:insertTemplate
javascript:attachTemplate

Changes

Hyperlinks are working correctly under the old Look and Feel Profile "Swan Desktop Look And Feel". With the new Skyros Look and Feel the hyperlinks fail.

Cause

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.