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.
Email account firstname.lastname@example.org 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 email@example.com to firstname.lastname@example.org), 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
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