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Routing Service Requests Based on Specific Inbound Email Address

in Fusion Service 1 comment

Summary:

Hi Team,

We have a requirement to route Service Requests to different queues based on the inbound mailbox that received the email.

We have multiple inbound mailboxes configured:

  • support1@company.com
  • support2@company.com

Expected behavior:

  • Emails sent to support1@company.com should create an SR and be routed to Support1 Queue
  • Emails sent to support2@company.com should create an SR and be routed to Support2 Queue

Challenge

In Oracle Fusion Service, while configuring Manage Assignment Rules for the Service Request object, we could not find any standard attribute that stores the inbound email address (mailbox) used to create the SR.

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