Profile Option "Service: Default Channel" Does Not Override Default Setting Of "Phone" When Service Requests Are Created From Emails (Doc ID 1368793.1)

Last updated on DECEMBER 03, 2019

Applies to:

Symptoms

Email Center 12.0.4 SR Creation

Actual Behavior
When a mail is sent from Email Center the SR channel is not coming up as email. Even after profile option "Service Default Channel" has been set to "Email" for all used Email Center responsibilities on responsibility level. But when creating a service request from any of these responsibilities, system ignores value and sets "PHONE" as channel, which is the value set on site level.

Expected Behavior
When a mail is sent from the Email Center, the SR channel should reflect correctly.

Steps to Reproduce
The issue can be reproduced at will with the following steps:
(R) Email Center Agent Console
(N) Messages > My Inbox

1. Click on any message
2. Click on Subject Link
   Message Window Opens
3.  On the right hand side locate section ‘Service Request’ and click Create
   Create Service Request Window opens
4. Fill out Mandatory Fields (Request type, Urgency, Severity etc.)
5. Click (B)Apply
   Note Created SR Number

(R) Customer Support
(N) Service Requests > Find Service Requests

1. Query Back SR #
   Channel is set to 'Phone'

Cause

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