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Create A New SR When Customer Replies To A Inbound Message For A Cancelled SR (Doc ID 2817834.1)

Last updated on JULY 11, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.21.07.0 and later
Information in this document applies to any platform.

Goal

Agent will set the status for a SR to cancelled and when customer replies using an inbound message it is updating the existing SR as we have the tag in the message. But they want it to create a new SR instead of updating the existing one and this is for SR's created from a specific country.

If we create a new message using newView using groovy will it create a new SR instead of updating the existing one?
 

Solution

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In this Document
Goal
Solution


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