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Auto - Creating an SR from Email Center, with additional SR Fields not in the Email Parser. (Doc ID 1472495.1)

Last updated on SEPTEMBER 02, 2016

Applies to:

Oracle Email Center - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.
***Checked for relevance on ***17th January 2014***

Goal

After Implementing Email Center, with Auto-Create SR and Email Parsing with the following:



1. Email Center is set-up with:

    Overview of a simple implementation of Email Center in R12 (Doc ID 1233215.1)

2. Auto-Creation of SR's is functional:

    Set-Up and configuration for auto creation of Service Request from Email Center. (Doc ID 1273727.1)

3. Auto-Creation of SR's with Email Parser is functional:

    How to add an email parser for use with Service Request creation and Oracle Email Center (Doc ID 1369628.1)

 

However there are a number of flexfields on the SR form, and the Email Parser can not handle these added fields.

 

Is it possible to enhance the above set-up to enable further SR fields to be parsed from the Email, while keeping all the Interaction History records for SR creation.

Solution

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In this Document
Goal
Solution
 Create SR from Email, using Supported Set-Up.
 Troubleshoot.
 Extending the above Functionality to Other SR Fields not listed in the Email Parser Options.
 Troubleshoot
References


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