Email Routing To Original Agent Not Working For A Response (Doc ID 360766.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 11.5.10.2 to 11.5.10.2 [Release 11.5]
Information in this document applies to any platform.
***Checked for relevance on 22-Feb-2013***

Symptoms

In 11.5.10

The response email not is reaching the original agent's inbox automatically


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

1. Email sent to a specific account.
2. The email is responded to by an agent.
3. The response comes back to the sender.
4. Sender issues a response.
5. The response email does not reach the agent's inbox automatically.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms