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

Last updated on MARCH 09, 2017

Applies to:

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

Symptoms

Environment
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:

/************************************************************************/
Hello,

Please create a case.

Regards,
Vijay

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.

Cause

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