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Support Article

Not displayed attached email on a case with Japanese case prefix



When a case type is defined in Japanese and has Japanese prefix, the pyID has a Japanese character. Hence, unable to open an attached email correspondence and an error displays.

However, the case attachments email open if the case type name is in English (such as s-abc)

For example,

Case Type Name: Japanese characters (日本語テスト)
Therefore, the Case ID starts with -123.

Error Messages

Can't view DATA-CORR-EMAIL DEMOCO-DEMOSAMPLE-WORK 日-1!20180903T024023.222 GMT: not found in database or insufficient privilege.

Steps to Reproduce

  1. Create a case type in Japanese. 
  2. Define some stages and steps. One of the steps must be 'Send email'.
  3. Run the case type.
  4. Open the attached email.

Root Cause

A defect in Pegasystems’ code or rules. The code was encoded twice.


Apply HFix-47202.

Published October 13, 2018 - Updated December 2, 2021

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