Unable To Email Case Notes If The Notes Contain Attach Files - Outbound Notification Page Never Loads (Doc ID 1549029.1)

Last updated on APRIL 11, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 9.1 to 9.1 [Release 9]
PeopleSoft Enterprise CRM Support - Version 9.1 to 9.1 [Release 9]
PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.1 to 9.1 [Release 9]
PeopleSoft Enterprise CRM HelpDesk - Employee Self Service - Version 9.1 to 9.1 [Release 9]
PeopleSoft Enterprise CRM Support - Customer Self Service - Version 9.1 to 9.1 [Release 9]
Information in this document applies to any platform.

Symptoms

On : 9.1 version, Correspondence Management

CRM 9.1 Help Desk: unable to email case notes if the notes contain attach files.
When the user selects the case note to email and then clicks the Email button, the Outbound Notification page never loads. The user's session hangs and they have to exit out of the browser and then reopen the browser to login again.

ERROR
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The user's session hangs.

STEPS
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The issue can be reproduced at will with the following steps:
1. Log into CRM
2. Navigate to Help Desk > Search Cases
3. Open a case with a note that contains an attached file
4. Click the Notes tab on the case
5. Select the box next to the note to be emailed
6. Click the Email button.

Cause

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