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Service Request created from inbound email not recorded in interaction history (document_id) (Doc ID 1062299.1)

Last updated on FEBRUARY 03, 2019

Applies to:

Oracle Email Center - Version 12.0.4 and later
Information in this document applies to any platform.
Checked for relevance on 13-Jan-2012


Symptoms

On 12.0.4 in Production:

Find that an Interaction Activity is not correctly written when an SR is created from Email Center.

Meaning the Agent has no link on the Contact Center Integrations Activity Tab to the Service Request Created.

EXPECTED BEHAVIOR

Expect an Interaction Activity to be written linking the Customer with the Created SR.

The issue can be reproduced at will with the following steps:

Find a new Inbound Email

Resp: Email Center Agent Console
Nav: Inbox

Select Account

Select a Message.

Reply Window is opened with an area on the right to set Customer and create SR.

Set Customer

Create SR

Resolve Email

Add Email Text, and press 'Resolve' to finish the Interaction.


Check Interaction History

Resp: Customer Support Vision Enterprises
Nav: Contact Center

Search for Customer

Select Interactions Tab

No link to the SR created.

Cause

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In this Document
Symptoms
Cause
Solution
References


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