EMC Derives Incative Person Party (Doc ID 2291241.1)

Last updated on MARCH 20, 2019

Applies to:

Symptoms

On : 12.2.5 version, Other Components

ACTUAL BEHAVIOR
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When an inbound email message arrives in the Supervisor's queue with the customer and contact already derived automatically, the agent doesn't have the ability to Create a SR because the Contact information is blank. The Contact information is missing because the Person Party of contact is inactive.

EXPECTED BEHAVIOR
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Expect only the active Person Party of contact to be derived instead of the inactive contact.

STEPS
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The issue can be reproduced at will with the following steps:
1. Sender's email address is unique within HZ_CONTACT_POINTS
2. Sender's email address is an active contact point.
3. Customer Party is active.
4. Relationship Party is active.
5. Person Party of contact is inactive.

Responsibility: Email Center Agent Console
Navigation: Email Center Agent Console -> Messages -> My Inbox -> Open any email -> in customer block click "Search" and search for a contact, which is listed as employee of the inactive customer. -> Associate this contact to message >> In block "Service Request" click "Create"

Changes

Cause

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