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Inconsistent response types on Service Request message replies (Doc ID 2750649.1)

Last updated on MAY 31, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.20.10.0 and later
Information in this document applies to any platform.

Goal

On : 11.13.20.10.0 version, Service Request



We are getting a inconsistent status updates on the Messages replies in the backend.

Scenario 1:
  a. A new SR is Raised.
  b. Logged in as a Test Agent, and sent a Response to the Customer using email first_name.last_name1@gmail.com
  c. When the response is updated back into the SR Messages reply, the Message Code  is displayed as  INTERNAL NOTE


Scenario 2:
  a. A new SR is Raised.
  b. Logged in as a Test Agent, and sent a Response to the Customer using first_name.last_name2@yahoo.com
  c. When the response is updated back into the SR Messages reply, the Message Code is displayed as CUSTOMER ENTRY

Scenario 3:
  a. A new SR is Raised.
  b. Logged in as a Test Agent, and sent a Response to the Customer using first_name.last_name3@hotmail.com
  c. When the response is updated back into the SR Messages reply, the Message Code is displayed as CUSTOMER ENTRY


Why is this inconsistency in the same scenario which we are running?


 

Solution

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In this Document
Goal
Solution
References


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