Java Error When Pressing Resend Button For An Automatic Reply Email (Doc ID 2210817.1)

Last updated on DECEMBER 05, 2016

Applies to:

Oracle Email Center - Version 12.2.5 and later
Information in this document applies to any platform.

Symptoms

 Email account xxxx@yyyyy.com is activated and auto processing is activated for this box. When an inbound email will be sent to this email account, a Service Request will be created and the inbound email is linked as interaction to the Service Request

Furthermore an automatic reply will be sent to the customer. This outbound email is also linked as interaction with

Action Outcome = Email Replied
Activity = Copy of the Email sent
Action Result = Email Sent

When an agent opens this email from the interactions tab in Service request form, Email Center message component opens.

Buttons for "Reply" and "Forward" are available.But when clicking on button "Reply" (which would mean, to send an email from xxxx@yyyyy.com to xxxx@yyyyy.com), java.lang.NullPointerException-error will be raised.

When re querying the ticket, one can see, that Email has been sent anyway, because there are new interactions with

Activity = Resent an earlier email response

Changes

 

Cause

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