Autoprocessing Rule For Update Of Service Requests Works Only Randomly (Doc ID 2434511.1)

Last updated on MARCH 11, 2019

Applies to:

Symptoms

On : 12.2.5 version, Setup and Configuration

ACTUAL BEHAVIOR
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Autoprocessing Rule for update of Service Requests works only randomly

EXPECTED BEHAVIOR
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Auto processing should work consistently

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


Steps:
Setup an Intent with keywords
1. Responsibility: Email Center Administrator
2. Click on Intents Add keywords to the Intent created
3. Add an email account to the Intent created

Setup an Auto-Processing rule
1. Click on Rules-library
2. Click on Auto-Processing to create a new rule
3. Setup a key with Email Top Intent using the Intent defined above
4. Save
5. Attach rule to an email account
6. Send email message to the email account where the intent is setup

Changes

Cause

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