All Email Center Replies Have Source: "Service Request, Number: 0" Shown Against The Email In The Queue.
(Doc ID 1937458.1)
Last updated on DECEMBER 03, 2019
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
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The issue has the following business impact:
Due to this issue confusion amongst agents.
Changes
Cause
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In this Document
| Symptoms |
| Changes |
| Cause |
| Solution |
| References |