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Incoming Email Thread Handling and SR Duplication in OSvC

edited Jul 2, 2025 2:28PM in Reporting & Analytics for B2C Service 3 comments

Summary:

Dear All,

We are currently utilizing the Oracle Service Cloud (OSvC) Email Response functionality, where multiple mailboxes are integrated into our system. The system is configured to automatically create Service Requests (SRs) when emails are received at these mailboxes.

During email communications, users often include multiple recipients in the CC field. Due to this, we are unable to use the standard Message Template (Question Receipt) feature, as it does not support sending acknowledgments to CC recipients.

To address this, we have implemented two CPMs — which extract CC recipients from the mail header ,populate them into the custom field "$incident->CustomFields->c->alternateemail" and then send acknowledgment emails to all recipients (both To and CC) after appending the

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