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Emails Not Showing Under Supervisor/Agent Queue When Auto Reply Rule Is Applicable (Doc ID 2696661.1)

Last updated on AUGUST 07, 2020

Applies to:

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

Symptoms

On : 12.2.5 version, Message Component

ACTUAL BEHAVIOR
---------------
Whenever an Auto reply Rule is created, associated to a mailbox and Applicable to an Incoming email , the email cannot be seen in the Supervisor Queue or the Agent UI.
The auto reply gets triggered and Agent is receiving the auto Reply email without issues.
If we respond to the above mentioned Auto Reply Email, then that replied email gets downloaded and can be viewed in EMC without issues.

EXPECTED BEHAVIOR
-----------------------
Actual email sends to the email account should show in the Supervisor Queue or the Agent UI.

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

1. Sent the email to the IEM email account
2. The email was not downloaded and its not showing in the Supervisor Queue or the Agent UI
3. But received that Auto reply email for that email.
4. When Responded to this auto-reply email, then the response email gets downloaded into Email center


Cause

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In this Document
Symptoms
Cause
Solution
References


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