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
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.
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
Select a Message.
Reply Window is opened with an area on the right to set Customer and create SR.
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.
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In this Document