ERMS: Auto Acknowledgement Email replies creating new Cases

(Doc ID 1514261.1)

Last updated on MAY 24, 2016

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 9.1 and later
PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.1 and later
PeopleSoft Enterprise CRM Support - Version 9.1 and later
PeopleSoft Enterprise CRM Multichannel Communications - Version 9.1 and later
Information in this document applies to any platform.

Symptoms

ERMS is setup to send out Auto Acknowledgement emails when an email is received and a case is created for the email,  When a user replies to an auto acknowledgement email , the system creates a new Case from the email , even though the reply to auto-acknowledgement email contains the expected 'Thread ID' in it.


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