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

Last updated on FEBRUARY 03, 2019

Applies to:

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


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.


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


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