Inbound Email Channel for Cases Creates Help Desk Request Instead of Case

Summary:

Hi Team,

I am trying to configure automatic Case creation from inbound emails using Oracle's documentation:

https://docs.oracle.com/en/cloud/saas/fusion-service/facqa/how-can-i-create-a-case-from-an-inbound-email.html

I have completed the setup as described, including creating a communication channel and configuring the inbound email account. The channel purpose is set to Case as mentioned in the documentation. [docs.oracle.com]

However, when an email is received, the system creates a Help Desk Request instead of a Case.

Any guidance would be greatly appreciated.

Thanks.

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