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E-CRM: The Forward Button in The Email Workspace Page Does Not Forward The Attachments (Doc ID 2808482.1)

Last updated on OCTOBER 22, 2021

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 9.1 to 9.2 [Release 9]
Information in this document applies to any platform.

Symptoms

 Forwarding an 'Inbound Email' with attachments, the attachments are not on the forwarded email template. The user is forced to upload all attachments.

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

  1. Log into CRM 9.1 where ERMS is already setup and running
  2. Send an email from your Outlook to the ERMS mailbox with an attachment
  3. Go to Correspondence > Search Inbound Email. Look for the email
  4. Once the email is in CRM, select "Accept" link at the top of the email
  5. Now with the email accepted and you are at the Email Workspace with the email open, notice that the attachment is present on the Inbound Email
  6. Select FORWARD button to forward the email. Then the message area appears and scroll down and notice the "Attachments" area. The attachment on the original email is not forwarded

 

Cause

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In this Document
Symptoms
Cause
Solution
References


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