E-CRM: ERMS - Random Email Attachment is Retrieved When Clicking on the Attachment Link in the Case Note
(Doc ID 2933552.1)
Last updated on JANUARY 26, 2024
Applies to:
PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 to 9.2 [Release 9]PeopleSoft Enterprise CRM Multichannel Communications - Version 9.2 to 9.2 [Release 9]
Information in this document applies to any platform.
Symptoms
ERMS processes incoming Email with attachments and creates a case for it. A Case note is then created with the attachment. When the user tries to open the note attachment, sometimes it opens the wrong attachment.
The issue can be reproduced at will with the following steps:
1. From an Email client, send an email that contains attachments to ERMS mailbox
2. ERMS processes the email and creates a case for this email and also a Case note is created with the attachment in the Case
3. Navigate to Help Desk > Search Case and open the Case
4. In the Notes tab, there is a Note with the attachment
5. Click on the Attachment to open it
It opens a random attachment, which is incorrect.
Cause
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In this Document
| Symptoms |
| Cause |
| Solution |
| References |