Sent email does not appear in the case activity

[Dsinghal]

Hello All,

We are in the process of configuring the HR scoped app. For all emails sent from the system, for the HR Cases, (E.g. via "More> Email" option), the email body does not appear under case activity. Instead a line of text appears - "No such parent record". We have tried couple of things but could not get it working. Any pointers from the experts please.

Regards  

[Uncle Rob]

Always have to rule out hte obvious.  When you configure the activities, it definitely contains Send/Received Emails?

Next thing I'd look at is for any home grown business rules on sys_email within the global or HR scopes.  If you find any, start digging into the scripts to see what they're doing.

[Dsinghal]

Send / Receive emails is selected as you can see in the screen print below. All fields except email body is visible in the activities.

While we are still in the config stage and not yet live, we have not made any changes at sys_email level. I have checked the delivered business rules / ACLs and did not find anything.

[quentin_gillet · Accepted solution]

I had the same issue and it was solved with the steps below (Source is a KB article from HI ->KB0719155 , our customer support portal).

As I am not sure you have access to HI, I just give you the steps directly:

Create a Restricted Caller Access Privilege record by:

1) Navigating to System Applications ==> Application Restricted Access Privilege.

2) Click the New button and then add the following information:

Source Scope = Global
Source Type = Scope
Status = Allowed
Target Scope = Human Resources: Core
Target Type = Scope.

When the record is created now clicking on the 'show email details' link from the activity stream actually shows the content of the email.

[Chaitanya Reddy]

Hi Quentin,

I have tried you'r solution but didn't worked for me. Can you help if any other suggestions are there.

Thanks,

Chaitanya