Hide previous responses from the conversation replies in Service Center and Help Desk

In the Redwood user interface, when this feature is enabled, when an agent replies to a conversation sent by a service agent, the activity stream will only display the contents of the agent's response. Previously, the conversations for the agent reply included the entirety of the body of the received email, which usually included previous parts of the message thread, such as the agent message and other preceding messages. This resulted in the same text content appearing multiple times in the Activity Stream. Now, 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.

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

Steps to Enable and Configure

This feature is enabled using the profile option: ORA_SVC_PREV_CONV_RESPONSE_EMAIL_REMOVAL_ENABLED

To enable this feature, set this profile option to Yes.

To set the profile option:

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

Note: This is a site level profile option and will apply to all users.