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CRM - Incorrect URL in Email Notification for Self service Case Creation (Doc ID 1637107.1)

Last updated on JULY 02, 2018

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 9.2 and later
Information in this document applies to any platform.

Symptoms

ISSUE:
When Self Service User creates a case, AAF notification goes to the user with the wrong URL.  Clicking on the URL does not open the case, it should bring the User to the SS Case component.

STEPS:

1.  Create an AAF Policy sending email to the case contact for Self service case
Trigger Point:  After a New Self-Service Support Case is Saved
Conditions:  Case ID is not empty
Actions:  Notification &  Workflow, Send Notification to:  Case Contact, Email

2.  Create SS case from Main Menu> Service Center> Create Case

3.  User get the email notification which has the URL link to the case

4.  User click on the link, it does not open the case

Cause

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