Urgent: Need Guidance on Logging SR Automatically from Customer Emails in Fusion CX Redwood — Cloud Customer Connect
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Urgent: Need Guidance on Logging SR Automatically from Customer Emails in Fusion CX Redwood

We urgently require your guidance on setting up an automated Service Request (SR) creation mechanism in Oracle Fusion CX Services (Redwood UI) when a customer sends an email reporting an issue or service request.

This requirement comes directly from our CEO, and we must ensure a smooth and traceable flow where:

  • A customer sends an email (e.g., to support@company.com).
  • The system automatically creates a Service Request from this inbound email.
  • Further email replies from the customer are captured within the same SR conversation thread.
  • Agents should also be able to respond via email, and customer replies should be tracked in the same SR.

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