All Email Center Replies have Source: "Service Request, Number: 0" shown against the Email in the Queue.

(Doc ID 1937458.1)

Last updated on SEPTEMBER 06, 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.

Symptoms

ACTUAL BEHAVIOR
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All replies received in email center, have source: Service Request, number: 0 against them.

EXPECTED BEHAVIOR
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Agents are confused, as this should only be set where there was an SR created against the original Email.

STEPS
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The issue can be reproduced at will with the following steps:
Agent opens and reply to Email.
Customer replies back.
All replies received in email center, have source: Service Request, number: 0 against them.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue confusion amongst agents.

Cause

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