Email Center-created Service Request Doesn't Populate All Expected Fields in cs_incidents_all_b

(Doc ID 1560712.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

When a Service Request is created from an Email by Email Center, a number of fields in cs_incidents_all_b are not populated.  When a Service Request is created from the Service Request form these fields are populated.

The expected fields that are not populated for SRs auto-created from Email Center are:

ORG_ID
PUBLISH_FLAG
INV_ORGANIZATION_ID
INCIDENT_OCCURRED_DATE
CUSTOMER_EMAIL_ID
INCIDENT_LOCATION_ID


Expected Behaviour:

All fields populated in table cs_incidents_all_b by creating a Service Request from the Service Request Form are also populated when a Service Request is created from an Email Center.

Cause

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