Inbound Emails Infolet Does Not Display Data
(Doc ID 2417367.1)
Last updated on OCTOBER 31, 2023
Applies to:
Oracle Fusion B2B Service Cloud Service - Version 11.13.18.02.0 and laterInformation in this document applies to any platform.
Symptoms
On : 11.13.18.02.0 version, Product , Category
ACTUAL BEHAVIOR
----------------------
Inbound emails infolet does not display data
SRs were created within the 30 day period, but the Inbound Emails infolet is not displaying any SRs.
EXPECTED BEHAVIOR
-----------------------
The Inbound Emails infolet should show the SRs that have been created in the last 30 days
STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to the application and from the Welcome Springboard, click on the Service Infolets
2. View the Inbound Emails infolet
Example of the SQL:
SELECT
"Service - CRM Inbound Messages Real Time"."Inbound Message Facts"."# of Messages Failed to Process" s_1,
"Service - CRM Inbound Messages Real Time"."Inbound Message Facts"."# of Messages Received" s_2,
"Service - CRM Inbound Messages Real Time"."Inbound Message Facts"."# of SR Creations" s_3,
"Service - CRM Inbound Messages Real Time"."Inbound Message Facts"."# of SR Updates" s_4
FROM "Service - CRM Inbound Messages Real Time"
WHERE
(("Service - CRM Inbound Messages Real Time"."Inbound Message"."Received Channel Code" = 'ORA_SVC_EMAIL') AND ("Service - CRM Inbound Messages Real Time"."Time"."Date" >= VALUEOF("TRAILING_30_DAY")) AND (DESCRIPTOR_IDOF("Service - CRM Inbound Messages Real Time"."Inbound Message"."Stripe") = 'ORA_SVC_HCM') AND (DESCRIPTOR_IDOF("Service - CRM Inbound Messages Real Time"."Inbound Message"."Status") IN ('ORA_SVC_FAILED', 'ORA_SVC_PROCESSED', 'ORA_SVC_RECEIVED_NO_PROCESS', 'ORA_SVC_UNKNOWN_CUSTOMER')))
BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users are able to see the SRs that been created via the Inbound Emails infolet
Cause
To view full details, sign in with your My Oracle Support account. |
|
Don't have a My Oracle Support account? Click to get started! |
In this Document
Symptoms |
Cause |
Solution |
References |