ERMS: Auto Acknowledgement Email replies creating new Cases
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.
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.
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