My Oracle Support Banner

Case Notes Email URL is taking Agents to Employee Facing Case than Agent Facing Case Page (Doc ID 2397423.1)

Last updated on FEBRUARY 04, 2019

Applies to:

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


On : 9.2 version, Correspondence Management

URL for the correspondence template sent by AAF policy when a Case Note is added is taking agents to employee facing fluid case page rather than agent facing case page.

URL should take agents to agent facing case management.

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

1. Configure an AAF policy to send email to assigned agent when a new case note record is added to Existing Self Service HelpDesk Case.

2. Create a new Employee Self Service Case and make sure it is assigned to an agent

3. While login as employee, add a note to the case via Self Service. On save, this triggers the AAF policy created on step # 1.

4. Checked Agent’s Inbox.

5. Click on URL in the email sent by AAF policy.

6. Agent is taken to the Employee Case Page and not to agent facing case page.

The issue has the following business impact:
Due to this issue, agents have to perform additional mouse clicks to navigate to the Agent Facing Case page with the side notes to perform case work and follow up.


To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!

In this Document

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.