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

Last updated on MAY 11, 2022

Applies to:

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


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?


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