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Email Center Message Component is a fixed Responsibility when creating a Service Request from an Email. (Doc ID 853327.1)

Last updated on AUGUST 24, 2018

Applies to:

Oracle Email Center - Version 12.0 and later
Information in this document applies to any platform.

Symptoms

Responsibility: Email Center Agent Console
Menu: My Inbox

Click the Subject hyperlink to read an email in the inbox. (The email is already associated with a customer as the From address matches an existing customer)

Within the message component dialog, click the Create hyperlink in the Service Request section, navigating to the Create SR jsp.

In Create SR, the Case Type and Issue Type LOVs do not contain values that are mapped to the Email Center Agent Console responsibility.

Using the 'About this Page' link, the responsibility is 'Email Message Component'.

i.e. 'Email Message Component' is a hard coded responsibility.

Expected Behavior

Expect the Case Type and Issue Type LOVs linked to the responsibility 'Email Center Agent Console' to be shown.

Business Impact

The issue has the following business impact:
Due to this issue, users cannot see the required LOV values for the Responsibility Used.

Cause

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