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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 later
Information 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

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In this Document
Symptoms
Cause
Solution
References


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