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Email Center Parser Does Not Trigger Based On Values Defined (Doc ID 2605286.1)

Last updated on NOVEMBER 04, 2019

Applies to:

Oracle Email Center - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

The email message sent to Email Center doesn't trigger the Parser values defined and the SR generated does not contain the Serial Number or Product details.

Steps
1. Define Email Parser
(R) Email Center Administrator
(N) Email Center Administration > Administration > Email Parser > Create
Enter Email Parser Name
Configure the Parser Parameters
   Select Service Request field: Customer Instance Serial Number
   Start Tag: Sn:[
   End Tag: ]
   Rank: 1
Click on Apply

2. Attach the Parser to a Auto-Processing Rule
(R) Email Center Administrator
(N) Email Center Administration > Administration > Rules Library
Create or Select an Auto-Processing Rule
Enter a Key eg Subject
   Operator=Begins
   Value=<any value to be tracked>

Select Action: Create Service Request
Service Request Type: <SR Type>
Email Parser: <Parser defined above>
Notification Template: <Template defined>
Click on Update

3. Assign the Auto-Processing rule to an Email Account
(R) Email Center Administrator
(N) Email Center Administration > Administration > Email Accounts
Select the Email Account
Add the Auto-Processing rule created earlier

4. Send an email to an Email Account
(R) Email Center Agent Console
(N) Home > Inbox
Review incoming email

Cause

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In this Document
Symptoms
Cause
Solution
References


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