Email Center Auto-Processing for Update Service Request does not Fire User Hooks

(Doc ID 2026947.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

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

Symptoms

ACTUAL BEHAVIOR
---------------

Auto-processing rule which sets the status of a Service Request to status "Email Center Update" and assigns the new inbound email as interaction record to the Service request.

Currently the Email center is updating the Incident Status using the API CS_SERVICEREQUEST_PUB.Update_Status. The Problem with this API is, that no Hooks are executed by this API.

Note:

All other channel for updating a Service Request fire the User Hook.

The API that executes Hooks is the following: CS_ServiceRequest_PUB.Update_ServiceRequest



Cause

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