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KB Template Disappears When Changing Message Format To Rich Text Mode in Email Center (Doc ID 2432166.1)

Last updated on AUGUST 08, 2018

Applies to:

Oracle Email Center - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

When attempting to change the message format to Rich Text Mode, the message body disappears. Additionally, when a Knowledge Base Template is inserted, the template is not displayed in the email message. 

Steps
(R) Email Center Agent Console
(N) Home > Inbox
Open an email message
Click on the "Change to Rich Text Mode" link
The message disappears

Click on Template on the right hand side
View the template & click on Insert

The template is not inserted

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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