Rerouting To Disabled Email Account Is Still Happening In Email Center (Doc ID 2395749.1)

Last updated on NOVEMBER 07, 2023

Applies to:

Symptoms

Rerouting to disabled email account is still happening in Email center

An agent from lets say group A receives an email. But he thinks this doesn t belong to his/her group and decides to forward it to another group which appears in the list when he choose reroute option.

The group though was disabled in Account setting and still the rerouting worked and email is transferred.

Can you let us know what other setup controls this as we don't want this re routing to be successful.

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

Email Center Agent --> Go to your console --> Emails --> Open Email --?> Choose action 'Reroute' --> Accounts (It shows all accounts even if they are disabled)

Cause

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