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Support Article

'To' fields do not populate in the Manager correspondence

SA-48093

Summary



In an Email correspondence, the Overall SLA notification does not provide a value for the 'To' field when routing a case to a work basket. This occurs specifically in the Manager correspondence.


Error Messages



Not Applicable


Steps to Reproduce

  1. Create a case that routes to an existing workbasket.
  2. Set the deadline for the Overall SLA to take the 'Notify Manager' action.
  3. Run the case and allow the deadline to pass. The correspondence is not sent and the 'To' field in the email is blank.


Root Cause



A software use or operation error.

Unlike operators, workbaskets do not have a set manager which the SLA can refer to fetch the contact information. Hence, the Overall SLA is unable to find an email value to add to the 'To' field.



Resolution



Perform the following local-change to send the correspondence through an SLA while in a workbasket:

Create a custom activity which the SLA can refer. This custom activity can refer the CorrNew activity to send the correspondence to the desired individual.



Suggest Edit

Published April 1, 2018 - Updated October 8, 2020

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