Invalid Provider Group Email Causes Assignment Error when Provider Group Policy is Triggered (Doc ID 2144563.1)

Last updated on OCTOBER 07, 2016

Applies to:

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

Symptoms

When attempting to assign a case to a Provider Group that triggers an Active Analytics Framework (AAF) policy on save, an error is returned.

Error Message:
Assignment of '208393268" to RB_EMAIL_E_LOG.MESSAGE_SET_NBR failed(2,119) RB_EMAIL.EMAIL_BUSOBJ.ErrorLog.OnExecute

Steps to Replicate:
1. Logon to CRM 9.1 as VP1
2. Open existing Provider Group
3. Put in an invalid email address with space after @ sign and save. Space on email address allows the page to be saved.

4. Trigger an AAF policy that sends email to the Provider Group.
5. Open existing case and delete existing Provider Group (if filled in) and save.
6. Put in the Provider Group with space on email address (above).
7. Save the page to trigger the AAF policy. Error is returned.



Cause

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