Advanced SR Processing: Service Requests Created Without Incident Address (Doc ID 1989220.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Email Center - Version 12.2.3 and later
Information in this document applies to any platform.

Symptoms

Actual Behaviour

When creating a Service Request via advanced auto-processing, the incident address is missing.

Expected Behaviour

Expect that the Service Request is created with the incident address derived from the serial number provided as is the case in a manually created Service Request.

Steps

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

1, Configure Advanced SR processing to use Serial Number
1. Send an email containing a Serial Number parser
2. See an SR is created however the Incident Address related to that Serial Number is not populated in the SR

Cause

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