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

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms