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Update Custom Field Value If Unknown Sender Email Created HRHD SR From Inbound EMail (Doc ID 2768891.1)

Last updated on MAY 16, 2022

Applies to:

Oracle Fusion Human Resources Help Desk Cloud Service - Version and later
Information in this document applies to any platform.


On : version, Service Request

Groovy: Update Custom SR Field with Sender (email) from Inbound Mail.

Customer deployed a custom field on the Service Request object ExternalContact_c to record and track a non-employee "contact" for HR Help Desk tickets. Customer use the field for reporting and to assist agents when drafting outbound messages to third party emails.

Need assistance in automatically populating this field from the SENDER column value for the related inbound message object where the SenderPartyId == null.

The desired logic is:

On SR Create, If Service Request's SenderPartyId == null then find the Inbound Message by ObjectId == Service Request SrId and populate the Service Request ExternalContact_c with the Inbound Message Sender.


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