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  • 1.  Email Inbound - Blank body on IWS Popups (urgent)

    Posted 10-08-2018 13:53
    Hello Team,

    We are having some intermediate Issue at one of our client.

    Issue comment:
    We are receiving blank inbound email body on IWS pop up.

    Troubleshooting steps performed:

    BAD Scenario
    1. We have found that when ever the structured text show up like below image than the email popup with blank body.
    ref: <HTML><BODY></BODY></HTML>

    GOOD Scenario
    2. When ever the structured text is filled up with html code like below image than the email popups with proper body.gKNi5RZzTTO0qEfCFXMX_WhatsApp Image 2018-10-08 at 5.24.33 PM.jpeg

    I need your expertise help here to find the resolution. Because I have been stuck in this issue for more than a week.

    Looking forward for your valuable replies 

    ------------------------------
    Sudherson Nadar
    Moksa Technologies Pvt. Ltd.
    ------------------------------


  • 2.  RE: Email Inbound - Blank body on IWS Popups (urgent)

    GENESYS
    Posted 10-09-2018 08:05
    Hello Sudherson,

    Have you contacted your Genesys Customer Care representative? They have the expertise to troubleshoot these kinds of issues. It might be a configuration problem specific to your environment.

    ------------------------------
    Matthew West
    Staff Technical Writer
    Genesys Laboratories
    ------------------------------

    Original Message


  • 3.  RE: Email Inbound - Blank body on IWS Popups (urgent)

    GENESYS
    Posted 10-10-2018 10:09
    Hello Sudherson,

    I have conferred with the Workspace engineers, and they concur that you will need the expertise of a Genesys Customer Care analyst to sort out the root cause of this issue.


    ------------------------------
    Matthew West
    Staff Technical Writer
    Genesys Laboratories
    ------------------------------

    Original Message


  • 4.  RE: Email Inbound - Blank body on IWS Popups (urgent)

    Posted 10-11-2018 16:13
    Did you get to fix this issue? It looks like a WDE issue to me.

    ------------------------------
    Sivakumar Natarajamoorthy,
    Genesys Certified Professional,
    Dubai.
    ------------------------------

    Original Message


  • 5.  RE: Email Inbound - Blank body on IWS Popups (urgent)

    Posted 10-12-2018 10:09
    Strongly recommend to check logs of WDE, IXN and UCS covering the issue to find out where the "issue" begins/arises. Due to the fact inbound emails are touched by this issue it does seems like WDE issue for me.

    ------------------------------
    Jakub Němec
    Dimension Data Czech Republic s.r.o.
    ------------------------------

    Original Message


  • 6.  RE: Email Inbound - Blank body on IWS Popups (urgent)

    Posted 10-16-2018 01:55
    Hi All,
    Thanks all for replying.

    After analyzing WDE logs we found that UCS is sharing the text and structuredtext column value to WDE properly.

    For displaying purpose WDE picked up the structured text column. 
    Because:
    1. If structuredtext column = null than WDE will display text column by default. 
    2. If structuredtext column != null that WDE will display structuredtext by default.

    In our case structuredtext is not null so WDE was displaying the structuredtext by default. 

    Due to some customization structuredtext column value was updating so Later on we have fixed the issue.


    Thanks all for the services and support. Keep doing the great job.

    ------------------------------
    Sudherson Nadar
    Moksa Technologies Pvt. Ltd.
    ------------------------------

    Original Message


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