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E-SES: CRM Outlook Emails Sometimes Get Routed to the Wrong Worklist (Doc ID 2217806.1)

Last updated on FEBRUARY 03, 2019

Applies to:

PeopleSoft Enterprise PT PeopleTools - Version 8.52 and later
Information in this document applies to any platform.


1. PeopleTools release : 8.53
2. PeopleSoft Application and release: CRM 9.2

Description of Problem:
Structured email routing does not work as expected as per keyword set "Query / Keyword Details " page.

This issue can be replicated as follows:

Create two workflows in the CRM application:

WorkFlow A: for "Out Of The Office" emails
WorkFlow B: for all other emails.

Send an html email from Outlook that says the following:


Please create a case.


This email is intended for the recipient. If you are not the intended recipient, please delete this email immediately. Unauthorized use of this email will be prosecuted.

The above email will go to "WorkFlow A" which is wrong. It should go to the other workflow.


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