Templates not Displayed in Email Message when Opened via the Agent Dashboard

(Doc ID 552242.1)

Last updated on MARCH 23, 2016

Applies to:

Oracle Customer Support - Version 12.0 and later
Oracle Marketing Encyclopedia System - Version 12.0 and later
Oracle Email Center - Version 12.0 and later
Information in this document applies to any platform.
IEM:IEMSA_COMPOSE.JSP

Symptoms

Templates defined in Email Center are not displayed when an email message is opened / accessed via the Agent Dashboard.

STEPS
----------
1. Set the profile options:
'IEM: Admin: Category Id for Templates' to 10021
'Service: Default Email Category' to 10021

2. Click on a Service Request through the Agent Dashboard

3. Click on an email address to bring up the Email Center Compose page

Cause

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