Outbound Emails Are Not Being Tracked Under Message Object (Doc ID 2992285.1)

Last updated on MAY 14, 2024

Applies to:

Symptoms

Outbound emails are not being tracked under Message Object

There is a groovy which sends Emails to the user. Each time an email is sent, notice a record getting created in table svc_outbound_messages using the below query.

select * from svc_outbound_messages order by creation_date desc

Observation is nothing is captured under column MessageContent even though the actual email sent to the user has a content. Also, Alternate_Message_Id is blank.
Due to this reason, the code written on Object "Outbound Message" don't capture any Message record under object "SrMessageVO" as MessageContent is null.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Open a Service Request record

2. Update the SR record

3. The trigger gets fired
The outbound message is not showing the template in the outbound email.

Cause

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.