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