Emails Within Email Center Are Unavailable To An Agent Who Has Re-Routed The Email (Doc ID 754935.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.

Symptoms

Customer wishes for any email re-routed to another queue/classification to be visible to all Agents assigned to that queue/classification regardless of whether or not they were responsible for the re-queue.

The functionality of the product is such that the Agent who re-routes the Email will no-longer have access to the email.

Cause

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