Unable to use Service Request ID when tagging an Email (Doc ID 1932360.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 12.2.3 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.3 version, Administration

ACTUAL BEHAVIOR
---------------

Unable to set tags based on the SR associated with the email.

EXPECTED BEHAVIOR
-----------------------

Able to set tags based on the SR associated with the email.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Compose new email as a reply to an email with an SR attached.

2. The tag in the email which should be set based on the Service Request ID is not set.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, EMC can not set tags on emails, and then process emails based on the tags.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms