HR Scoped app: Email replies not getting copied to the case

[shalini44]

Hi there,

We just moved to HR Scoped application from HR legacy case management. We've noticed that the email replies from ex-employees (non-company email domain) and those who are not Opened for, Opened by and Subject person are not getting copied back to the case. These emails have the watermark and the matching subject line.Upone checking we found that these emails are coming to our instance mailbox, but are getting ignored with a long error string stating something about the scope.

Has anyone else faced this situation and how are you addressing it? 

Thanks in advance for your response.

Shalini

[Kiel Sanders · Accepted solution]

This is expected with the delivered security because those replies check against the case ACLs to confirm whether the user actually has access to write updates to the case. I assume that the users that have their emails ignored would not be able to update the case through the agent view either?  If these are other HR agents that have access to update the case, you may be able to add them as collaborators.

This shouldn't be specific to the scoped application though; your organization may have modified security in the legacy application to make an exception for inbound emails.  The ACLs would likely need to be modified in the scoped application as well to handle this situation if it is a requirement to support non-HR case workers updating the case via email.

[shalini44]

Hey Kiel, appreciate your reply!

Most of the users who are replying are NOT part of HR support groups. They are from other parts of the organization, so they cannot see the agent view of the case. We also have emails back from our retiree population who use their gmai, hotmail or yahoo accounts.

This worked in the Legacy system and the replies were captured back to the case from users who were not agents and from the retirees. I'll go back and check if any modifications were done to inbound actions in our Legacy system that allowed the replies back from this user population. My understanding was that migrating to HRSA prevented replies from getting attached to the case.

Thanks,

Shalini

[shalini44]

Closing the loop on this question.  We modified OOB business rule to allow email replies from our alumini to be attached to the case.

[cspra]

Hi @shalini, We have the same issue, would you mind sharing your changes?