Viewing email history

Service center users can view email correspondence that pertains to a case in the email history. The email history includes this information:
  • standard notifications that are configured to be logged
  • when the case creation email channel is enabled, the original email
  • notifications and replies ad hoc email when ad hoc email is enabled
  • an option to resend the email, when this function is enabled
  1. Access the case.
  2. Click the case number.
  3. Click More > Email History.
  4. Click a hyperlink in the Subject column to view details.