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History Not Included On Replies From Email Workspace (ERMS) (Doc ID 1670184.1)

Last updated on JULY 22, 2020

Applies to:

PeopleSoft Enterprise CRM Multichannel Communications - Version 9.1 and later
Information in this document applies to any platform.

Symptoms


Email replies do NOT contain the email history with Email History option turned on at ERMS...System Installation page.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1) Go to System Installation page (Setup CRM > Product Related > Multichannel Defn > Email > System Installation).
2) Click on 'Set Up History Template'.   Select a template that allows the user to send email history with any email reply. 
3) Once it's setup...send email to the ERMS mailbox.
4) The User then accepts the email from the 'Search Inbound Emails' page...after opening the email.
5) User goes to RESPONSE tab and enters an email response and hits SEND button.
6) Look in the Outlook INBOX for the email reply.  The reply is received and only the REPLY text is present...missing the original email history.  

Cause

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In this Document
Symptoms
Cause
Solution
References


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