Reply Or Forward From Email Workspace Is Not Captured On Thread If Recipient Is Unknown Address (Doc ID 1913118.1)

Last updated on JUNE 21, 2016

Applies to:

PeopleSoft Enterprise CRM Multichannel Communications - Version 9.1 to 9.2 [Release 9]
PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.1 to 9.2 [Release 9]
PeopleSoft Enterprise CRM HelpDesk - Version 9.1 to 9.2 [Release 9]
PeopleSoft Enterprise CRM Support - Version 9.1 to 9.2 [Release 9]
Information in this document applies to any platform.

Symptoms


Reply or Forward from Email Workspace is not captured on thread if recipient is unknown address

Forwards from Email Workspace Response tab do not get recorded on the thread when the recipient email address is unknown (i.e. is not associated with a worker record).

The same occurs using Reply, when user changes the recipient address to an unknown recipient address.

These outbound forwards and replies are needed to be captured on the thread so that they appear on the Thread tab after they are sent.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:


1.Correspondence > Search Inbound Email, open an Email

2. Click Forward on Email Workspace page, enter an address as recipient that is not associated with any worker or person, click send. The outbound email is received by the recipient entered, but the email does not appear on the Thread tab. Likewise, the email received by the recipient does not contain a Thread ID.

Cause

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