My Oracle Support Banner

Populating Sender Email from Inbound Object on SR (Doc ID 3045599.1)

Last updated on SEPTEMBER 27, 2024

Applies to:

Oracle Fusion Service Cloud Service - Version 11.13.24.04.0 and later
Information in this document applies to any platform.

Symptoms

A channel was created for unknown customers, with Primary contact field mandatory, and whenever the unknown customer sends an email to this channel it should be routed to the 'Unknown' queue. The conditions are satisfied but it is not working as expected.

1. Send and email to Account email address from any Gmail or other domain
2. SR is created without the primary contact
3. Queue is set to 'Unknown' queue
4. Sender address is not visible and primary contact mandatory is not working

Note : The same works fine for known customers and other queue.


Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!

In this Document
Symptoms
Cause
Solution
References


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