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Inbound Email to HR Help Desk – No SR Created When Help Desk Mailbox Is Only in BCC

in Help Desk

Summary:

Hi Team,

We are using HR Help Desk in Oracle Fusion and are facing an issue where inbound emails do not create Service Requests when the HR help desk email address is only in the BCC field.

Context

  • Product: Oracle Fusion Cloud – HR Help Desk
  • Channel: Inbound email to HR Help Desk
  • Expected behavior: Any email sent to the HR Help Desk email address (whether in To, Cc, or Bcc) should create a corresponding SR in the correct HR Help Desk stripe.

Problem Description :

We have observed the following behavior:

  1. When the HR Help Desk mailbox is in the To or Cc field:
Tagged:

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