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HR Help Desk Inbound Emails — Cloud Customer Connect
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HR Help Desk Inbound Emails

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edited Feb 1, 2019 11:26AM in B2B Service 20 comments

Summary

Inbound emails not getting assigned to correct queue

Content

Hi,

I posted this in the HR Forum, but didn't get any response as I don't think there are many Help Desk users...

We've been experimenting with the HR Help Desk functions in 18C, and testing a SR creation using inbound email as per the documentation here:

https://docs.oracle.com/en/cloud/saas/sales/18c/faiec/setting-up-communication-channels.html#FAIEC2296834

When sending an email to our 'intservice' address, for some reason it's adding the SR to the CRM queue, instead of the HCM queue (attached a screenshot from BI showing where the SR's are assigned to)

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