Hide previous responses when viewing a customer reply in Service Center or Help Desk

In the Redwood user interface, when this feature is enabled, when a customer replies to an SR message sent by a service agent, the activity stream will only display the contents of the customer response. In previous releases, the SR message for the customer reply included the entirety of the body of the received email, which usually includes previous parts of the email thread such as the agent message and other preceding messages. This resulted in the same text content appearing multiple times in the Activity Stream. With this enhancement, the message thread is much easier to read in the activity stream, since each message is only shown once.
For Help Desk users, the message in the Help Desk request will only show the employee's response, and will not include the Agent's response.

Enhanced clarity for email messages

Improved usability of Service Requests and Help Desk Requests by increasing the clarity of email message threads.

Steps to Enable

This feature is enabled using the profile option: ORA_SVC_PREVIOUS_RESPONSE_EMAIL_REMOVAL_ENABLED

This profile option is delivered turned off out of box.  To enable this feature, set this profile option to Yes.

To set a profile option

• Go into Setup and Maintenance
• Search for the profile option
• Setup profile option to Yes

Please note this is a site level profile option and will apply to all users.

Access Requirements

In order to set the profile options, you must have the correct privileges to access Setup and Maintenance.