Understanding the Email Center internal account employee configuration needed for auto creation of service requests. (Doc ID 1607563.1)

Last updated on APRIL 04, 2022

Applies to:

Goal

This note aims to assist in helping to understand the employee configuration needed for the auto-creation of Service Requests from Email Center for Internal Accounts.

Please review this note if site is noticing:

• Emails that meet auto service request creation rules are remaining in the iem_rt_preproc_emails table.
• Emails that meet auto service request creation rules are moving to the iem_rt_proc_emails table, for manual processing.
• Auto Service Requests are created for Organisation only, Contact (Employee) is missing.

Before proceeding further, it is advisable to gather the output from the following Script:

How to debug Auto-Processing issues with Email Center. (Help with failing Auto Service Request creation and Email Parsing Issues) (Doc ID 1427925.1)

As this will show the exact debug output for the site, and this can be applied to the solution below, to find the exact match as to the issue, and speed up resolution times.

Solution

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