'The Message you are attempting to view has been removed from the message store' - Error When Trying To Open Auto-Logged Email From Agent Dashboard History Tab (Doc ID 2268110.1)

Last updated on MARCH 20, 2019

Applies to:

Symptoms

On : 12.1.3 version, Message Component

ACTUAL BEHAVIOR
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Under History tab in Agent Dashboard, getting below information when trying to click the email link for particular auto-logged.

"The Message you are attempting to view has been removed from the message store. This may happen when the administrator removes it from the historical folder.
Please contact the system administrator if you have any questions regarding this"

EXPECTED BEHAVIOR
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The corresponding email should get open in the Email center.

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

1. Navigate to Service -> Service Request -> Find service request.
2. Query the problematic SR
3. Click on Update service request button.
4. In the Agent Dashboard page, under History Tab clicked on email link (subject of email).

Changes

Cause

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