Inbound email attachments are not attached to case notes if case got created through ERMS

(Doc ID 1595764.1)

Last updated on JANUARY 30, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk - 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 Support - Version 9.1 to 9.1 [Release 9]
Information in this document applies to any platform.

Symptoms

ISSUE:

Once the email is read by mail read process and a case got created, the actual email attachments are not visible on case notes page

 

Replication Steps
1) Setup ERMS.
2) Setup to create a case for every inbound email (Set Up CRM > Common Definitions > Workflow > Group Worklist).
3) Send an email with attachments (txt files/embedded emails) to CRM db.

Cause

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