Field "LAST UPDATE ON" Is Not Updated After Interaction With "Email Center" module

(Doc ID 2399898.1)

Last updated on MAY 17, 2018

Applies to:

Oracle Customer Support - Version 12.2.5 and later
Information in this document applies to any platform.

Goal

When agent replies to an inbound email via Email Center message component to an inbound email, which is already associated to an existing ticket, a new interaction record will be created within the ticket for the new outbound email.

But in Agent dashboard in HTML Service Desk on node "My Service Request", the column "LAST UPDATE ON" remains as it is.

The question is, why an update of the Service request interactions does not update the last update date. Agents sort their queue by "LAST UPDATE ON" in order to have an overview, on which tickets they have already worked the same day.

Such outbound email could be an inquiry to the customer and the next agent's action is only required, when customer has replied. For such reply, we have set up an Email center Autoprocessing rule, which will associate the reply automatically to the Service request and set the status to "Email Center Update". In this case, also "LAST UPDATE ON" will be renewed. But desired behavior would be, that the date will be updated also for new outbound interactions.
 

Solution

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