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.


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.


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


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