Email Center - Service Request Auto-Update Email, is not processing 'Closed' Service Requests. (Doc ID 1597686.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

When using the auto-update processing rule for Email Center to update a Service Request.

An email to re-open a closed Service Request will not be auto processed and instead goes to the Supervisor queue for manual processing.

 

Note:

 

The Service Request Status of Closed, has been defined with: Disallow Request Update.

A Status and Transition of Closed to <Status defined in auto-update rule>, has been defined.

A manual update of the Service Request can be performed.

 

Cause

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