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Support Article

Selected Search phrases are not copied to Email Text editor



User performs a search for phrases and clicks Search Results. However, the selected phrase is not copied to the Email Text editor. This occurs when Pega Customer Service 8.3 is installed on Pega 8.3.

Error Messages

Not Applicable

Steps to Reproduce

  1. Go to the Interaction portal
  2. Click the Email Case tab
  3. Open an Email case
  4. Click Reply on the email window
  5. Click the Select Phrases button and type come content
  6. Click the Search Result phrases. The content should be copied to the Email Text editor. However, it is not copied

Root Cause

A defect in Pegasystems’ code or rules. The Event parameter is not present in the updateEmailFreqSaying function in the pyRetrievePaletteOptions activity.


Apply HFix-59978.


Published April 1, 2020 - Updated December 2, 2021

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