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

in Fusion Service 3 comments

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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