Reported By Fields Show Blank for Unknown Contact Email Address in Service Request
(Doc ID 2996908.1)
Last updated on JANUARY 08, 2024
Applies to:
Oracle Fusion B2B Service Cloud Service - Version 11.13.23.10.0 and laterInformation in this document applies to any platform.
Symptoms
On : 11.13.23.10.0 version, Service Request
ACTUAL BEHAVIOR
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Requirement is to show the Unknown contact's (contact does not exist in the env) email address on the Details Page of an SR , this is so that they know from which email it got created.
EXPECTED BEHAVIOR
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Reported By Email ID should show the Email from where inbound email was sent
STEPS
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The issue can be reproduced at will with the following steps:
1. Create SR through Inbound email using personal gmail not existing contact
2. SR is created
3. Requirement is to show Reported by email in SR summary page.
4. None of these fields show this data : "Reported by Email Id", "Reported by Unique Name" , "Email", "Last Updated By Email Address"
Changes
Cause
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In this Document
| Symptoms |
| Changes |
| Cause |
| Solution |