My Oracle Support Banner

Primary Contact And Account Fields Are Not Properly Filled Automatically on SR (Doc ID 2494753.1)

Last updated on NOVEMBER 28, 2019

Applies to:

Oracle Fusion Engagement Cloud Service - Version 11.13.18.05.0 and later
Information in this document applies to any platform.

Goal

When creating an SR with inbound emails, the email contact used belongs to a primary contact of a specific account, but the SR is created with the account and primary fields blank.

If the email address that is used assigned to multiple contacts/users, the primary contact field is not populated on the SR. If the email address is assigned to only one user/contact, the field gets populated.

Why are the fields not populated automatically?
 

Solution

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
Goal
Solution


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.