'REPLY TO EXISTING' CASE NOTE IN EMAIL WORKSPACE FAILS TO SHOW THE NOTE DETAILS (Doc ID 1983607.1)

Last updated on JUNE 26, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.1 and later
Information in this document applies to any platform.
User performs the following steps and case note details are missing on Email Workspace (Correspondence > Search Inbound Email):
1) Open a case that was created from an ERMS email.
2) Click on "Notification" link in the toolbar.
3) Select "Reply to Existing" email
NOTE: If the user is brought to "Outbound Notification page....the case note details are seen correctly. Issue is only seen if the configuration is setup to use 'Email Workspace' to reply to existing email.
4) On the email workspace, select RESPONSE tab. Notice that the email subject is present, but the email body (history) is missing.

Goal

 The goal is to see email history when choosing "Reply to Existing" email.

Solution

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