Outbound Notification Displays Wrong Email Address Under Recipients (Doc ID 2134344.1)

Last updated on JUNE 08, 2017

Applies to:

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

Symptoms

ACTUAL BEHAVIOR
---------------
Outbound Notification displays wrong Email Address under Recipients


EXPECTED BEHAVIOR
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When the case visibility is 'Internal, Exclude Case Contact' , Outbound Notification should not include Employee email address.


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

1. Open any HR HelpDesk Case.
2. Ensure Case Visibility as ‘Internal, exclude Case Contact’
3. Click Notification button.
4. Message appears as Employee do not have visibility for this case. Click OK
5. In the subsequent notification, employee Email Address also taken into consideration. This is an issue.
6. Other two recipients also shows wrong email address.
7. Change Case Visibility to External and save.
8. Click Notification button.
9. Reported By email address show correct but other two recipients mail address shows incorrect.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot make use of Case Visibility options on the HR HelpDesk Case Page.

Cause

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