My Oracle Support Banner

E-CRM: Case AAF Emails Do Not Contain THREAD_ID (Doc ID 2649632.1)

Last updated on JULY 21, 2020

Applies to:

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

Symptoms

When an email is sent to an employee via any Case AAF policy, the email does not contain a thread ID. If the recipient responds to the email, the email response is not associated with the case since there's not a thread ID, therefore, with any replies, it does not get added as a note to the case.

Changes

 

Cause

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
Symptoms
Changes
Cause
Solution
References


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