Email Center Auto-Processing: Service Requests With Invalid Or Missing Contact Details (Doc ID 1989199.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 12.2.3 to 12.2.3 [Release 12.2]
Information in this document applies to any platform.

Symptoms

Actual Behaviour

In Advanced SR Processing, emails containing a Serial Number parser auto-create Service Requests regardless of whether the email address is a valid contact for that Serial Number.

Expected Behaviour

Expect that when a Serial Number parser is not associated with a valid email address, an SR is not automatically created and the email is routed to the message queue.

Steps

The issue can be reproduced at will with the following steps:

1.  Send an email containing a Serial Number parser that where the sender's email address has no association with that Serial Number
2.  See an SR is created against the Account to which the Serial Number belongs despite the email address not being a valid contact for that Account



Cause

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