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HTML Tags Appear On Outbound Notification From ERMS Case When Selecting 'Reply to Existing' Option (Doc ID 1997450.1)

Last updated on JULY 21, 2020

Applies to:

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


When attempting to send adhoc notification from an ERMS case with "Reply to Existing" email option HTML tags appear in the email body.

The issue can be reproduced with the following steps:
1. Send an email to the ERMS mailbox and allow the case to be created (or create the case manually after accepting the email from (Correspondence > Search Inbound Emails > Email Workspace).
2. Open the case.
3) Click on NOTIFICATION link in the toolbar
4) Select "Reply to Existing" option...and click OK.
The Outbound Notification page appears and there are HTML tags in the email.


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