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How to send a email Response from a Service Request to a e-mail ID who does not exist in the system as a Contact (Doc ID 2408437.1)

Last updated on JUNE 07, 2018

Applies to:

Oracle Fusion Engagement Cloud Service - Version 11.13.18.02.0 and later
Information in this document applies to any platform.

Symptoms

The customer service manager wants to use the service request to manage the customer complaints.
The customer service department receive emails from customers who already contacts in the system, but other customers are new and sending emails for the first time. the inbound message filters supposed to filter these emails and make sure if this email is already exist in the system or not. if these emails is exist the message will appear in the service request page for this customer.
the main point is what is the required pattern to make the system accept all emails coming into the SR.

Cause

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In this Document
Symptoms
Cause
Solution


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