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Service Request Acknowledgement Emails Are Sent Incorretly Or With Incorrect Information (Doc ID 2716399.1)

Last updated on MAY 17, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.20.04.0 and later
Information in this document applies to any platform.

Symptoms

In some situations a user received a Service Request acknowledgment e-mail for an unrelated Service Request.  

The e-mail may be for an acknowledgement SR referencing a different SR number or a for different customer/account.

The expectation is that users will not receive acknowledgment e-mails from incorrect SRs or for other customers.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. User sends an e-mail to create an SR
2. Acknowledgement e-mail was received for a different SR or for a different customer


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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