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User Replying to Custom Acknowledgement Email sent via Workflow Creates New Service Request (Doc ID 2735850.1)

Last updated on MAY 11, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.20.07.0 and later
Information in this document applies to any platform.

Goal

On : 11.13.20.07.0 version, Service Email
As per present functionality if any inbound message is sent to oracle id, then it either updates the SR(if found related Message Id) or else creates a new SR.

Customer has configured custom acknowledgement mail by workflow and has provided inbound email processing id in 'Reply To' address. How to achieve the below requirement:

When user replies to custom Acknowledgement mail, it should not create an SR, rather add to existing SR message content like the same way it behaves while replying to system auto-acknowledgement mail.

 
 

Solution

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In this Document
Goal
Solution
References


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