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Some SR's are getting created multiple times when they are created via inbound email (Doc ID 2772154.1)

Last updated on APRIL 19, 2024

Applies to:

Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.20.10.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.20.10.0 version, Service Email

ACTUAL BEHAVIOR
---------------
Duplicate SR's getting created

Some SR's are getting created multiple times when they are created via Mail.


EXPECTED BEHAVIOR
-----------------------
Expected only one SR to be created from inbound email.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:

1-inbound email received
2-same SR is created multiple times within seconds
3-acknowlegement email is posted multiple times within SR

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users must close duplicate SRs manually. This caused more work for agents

Cause

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In this Document
Symptoms
Cause
Solution
References


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