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

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