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CM API Error Handler when Emailing a Case Note (Doc ID 2397238.1)

Last updated on MAY 10, 2018

Applies to:

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

Symptoms

On : CRM 9.2 PUM 14,  PeopleTools 8.55.23

When attempting to email a note on the case, the following error occurs.

ERROR
-----------------------
CM API Error Handler has error messages
1 (91, 49)-Row already exists with the specified keys. {RBC_REQUEST_CI} (91, 49)
The PeopleCode program has executed an Error statement, which has produced this error message.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Open an existing case or create a new one
2. Go to Notes tab
3. Select (checkbox) of an existing note OR create a new note, select it and click on Email button
4. Click OK
5. Select To (checkbox) and Email (checkbox) for the recipient
6. Click on ‘Send’, error pops up.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot email a case note.

Cause

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