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.


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:


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.


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