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Inbound Email Created SR with No Primary Contact and Wrong Channel ID (Doc ID 2909808.1)

Last updated on DECEMBER 06, 2022

Applies to:

Oracle Fusion Human Resources Help Desk Cloud Service - Version 11.13.22.07.0 and later
Information in this document applies to any platform.

Symptoms


The Manage Communication Channels has Account Name = myhr@xxx.com as a HCM channel.  myhr@xxx.com is a Outlook account which forwards the email to inbound email address access end point
Employee sends an inbound email to myhr@xxx.com and the inbound message is received and processed by Fusion.  However, the SR created from it does not have myhr@xxx.com channel instead of using Email seeded channel.  The SR's primary contact is also missing.



Cause

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In this Document
Symptoms
Cause
Solution


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