Local CRM Crashes When Trying to Open a Case With Illegal Characters

Objective

To allow the closing of a Case created in CRM that causes 8x8 Contact Center to crash.

Applies To

• 8x8 Contact Center
• Configuration Manager
• CRM

Procedure

1. As an Admin Supervisor Log in to Configuration Manager. 
2. Select CRM from the left pane
3. Click Properties.
4. Untick the radio button Display cases and follow-ups using HTML when available.
5. Click Apply.
   
   • Now the case can be closed by logging back into the Agent Console and searching for the case that was causing a crash. You will be able to now close the case. Please Note: the text may appear malfomred as the HTML editor has been closed off.
6. Once this has been done you will need to go back into CRM as above and re-enable the radio button Display cases and follow-ups using HTML when available.
7. Click Apply.

Additional Information

It is best practice to carry out this procedure when the system is not being used.