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File Attached to Correspondence Template Package Disappears on Correspondence Preview (Doc ID 2813250.1)

Last updated on OCTOBER 11, 2021

Applies to:

PeopleSoft Enterprise CRM Support - Version 8.9 and later
Information in this document applies to any platform.


File attached to Correspondence Template Package disappears on Correspondence Preview when a new attachment is added to Correspondence Request.

Steps to reproduce the issue:

  1. Login as VP1
  2. Navigate to Setup CRM > Common Definitions > Correspondence > Template Package
  3. Open existing Package Name = RC: Case Status Report
  4. Click Upload a New File button
  5. Add any pdf file and leave PDF options = "Do not Convert to PDF" and adjust the *Valid Through date in the Template Package to any date in the future.
  6. Open the Template linked to Template Package
  7. Also adjust the *Valid Through to any date in the future
  8. Open existing Support Case
  9. Click Correspond icon on the Toolbar
  10. Select Template Package = RC: Case Status Report
  11. Notice the pdf file attached to the Template Package is displayed.
  12. Click Preview icon on the Toolbar
  13. NOTICE:  The pdf file attached to the Template Package is still displayed.
  14. Go back to the Correspondence Request page
  15. While the same Template Package = RC: Case Status Report is selected, click on Add Attachment button and upload any file.
  16. Click Preview
  17. ISSUE: Notice the pdf file that was shown in step # 11 has disappeared and the new file added is shown.




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