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How to Trace an Email Through Email Center Using Screen Shots and The Database Tables in R12. (Doc ID 1262611.1)

Last updated on AUGUST 24, 2018

Applies to:

Oracle Email Center - Version 12.0 to 12.1.3 [Release 12.0 to 12.1]
Information in this document applies to any platform.

Purpose

This note has been written to assist both Customers and Oracle Support in understanding the complex processes in place when dealing with an Email as it travels through Email Center in R12.

The content form this note can be used to help with diagnosing issues. 

Troubleshooting Steps

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In this Document
Purpose
Troubleshooting Steps
 Send an Email into Email Center
 Use an Email Client/Browser to check location of Email.
 IEM_RT_PREPROC_EMAILS Table
 The email will move from the Inbox Folder to the Oracle Processed Folder
 IEM_RT_PROC_EMAILS Table
 IEM_MS_MSGBODYS Table
 Email Supervisor Account Queue
 (R) Email Center Supervisor
 (N) Supervisor/Queue
 Resolving the Email
 IEM_ARCH_MSGDTLS Table
 Customer Interaction History Records
 Sending a Reply Email
 Two Records in IEM_ARCH_MSGDTLS
 Customer Interaction Records
 Resolved Folder
 Sent Folder
 Further SQL for Interaction History Records
 Example - Linking Reply Email sent by Agent to an Inbound Customer Email.
 Example 2- Finding Agent who has Deleted an Email.
 Example 3- Finding a Sent Email.
 Example 4- Finding Agents involved in a Transfered Email.
References

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