Last updated on JULY 27, 2017
Applies to:Oracle Email Center - Version 12.2.5 and later
Information in this document applies to any platform.
On : 12.2.5 version, Other Components
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.
Expect only the active Person Party of contact to be derived instead of the inactive contact.
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"
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