Cannot Open Attachments On Note Tab, Must Navigate To View Email Hyperlink - The Attachment Is Labeled As "Attachment" (Doc ID 1459207.1)

Last updated on JULY 18, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.1 to 9.1 [Release 9]
Information in this document applies to any platform.
***Checked for relevance on 21-Nov-2013***

Symptoms

On : 9.1 version, ERMS-MCF-CTI

ACTUAL BEHAVIOR
---------------
Cannot open attachments on Note tab. The attachment is labeled as "attachment" instead of correct name of file. Clicking on the attachment opens a new window that is blank.
Must navigate to View Email hyperlink; clicking on the attachment from this page opens it successfully.
Only occurs on inbound ERMS mail with an attachment called “Attachment” (as opposed to the actual file name).

EXPECTED BEHAVIOR
-----------------------
It should be able to open attachments on Notes tab from Inbound ERMS mail with an attachment.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Go to Notes tab
2. Go to Notes Detail
3. Click on File Name = Attachment

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users must navigate to View Email hyperlink and click on the attachment from this page.

Cause

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