Organisation Contact replies to Emails sent from the Service Request Form stick in the iem_rt_preproc_emails table. (Doc ID 2091687.1)

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

On : 12.2.3 version, Administration

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

Email that are composed from the SR form for a Contact of an Organisation are sticking in the iem_rt_preproc_emails table when the Contact replies back to the email.

The error returned by the debug SQL is:

 

EXPECTED BEHAVIOR
-----------------------

All Emails to be processed, even those that are generated for a Contact from the SR form.

STEPS
-----------------------
The issue can be reproduced at will with the following steps

Send email from SR form to the SR contact of an Organisation.

The SR contact replies to the email, the email sticks in the iem_rt_preproc_emails table.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot see the affected emails in Email Center.

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