HR Help Desk Service Requests Not Getting Created From Inbound Emails With Primary Contact Field Set As Required (Doc ID 2524716.1)

Last updated on APRIL 19, 2024

Applies to:

Symptoms

On : 11.13.19.01.0 version, Service Email

ACTUAL BEHAVIOR
HR Help Desk Service Requests are not getting created from inbound e-mails as expected.

The e-mails which are sent to an email address (HCMHRTrainingTest@mycompany.com) that has been set up to forward to Oracle's provided email address: pod_name-test.fa.intservice.incoming@workflow.mail.ca2.oraclecloud.com are not being processed by the system and creating the Service requests as expected.

The following has been has been verified:
1) An email channel has been created for the address: HCMHRTrainingTest@mycompany.com
2) Profile value for SVC_EMAIL_PROCESS_UNKNOWN_CUST = 'Y'
3) Profile value for SVC_INBOUND_EMAIL_ADDRESSES = pod_name-test.fa.intservice.incoming@workflow.mail.ca2.oraclecloud.com
4) Profile value for SVC_ENABLE_INBOUND_EMAIL_DEFAULT_PROCESSING = 'Yes'
5) The Scheduled Process Retrieve Inbound Email Messages is Running (currently set to run every 1 minute)
6) That emails are arriving at the HCMHRTrainingTest@mycompany.com email address

EXPECTED BEHAVIOR
The Service Requests should get created when the inbound e-mails are forwarded to pod_name-test.fa.intservice.incoming@workflow.mail.ca2.oraclecloud.com

Replication Steps:
The issue can be reproduced at will with the following steps:
1. Send email to HCMHRTrainingTest@mycompany.com
2. Ensure the Retrieve Inbound Email Messages is running

Cause

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