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Unexpected behavior when sending email notifications

Accepted answer
edited Feb 18, 2019 2:00PM in Fusion Service 5 comments


Unexpected behavior when it comes to email notifications


Hello experts,

For some reason, I have trouble explaining the behavior I am getting from the Oracle Engagement Cloud when it comes to email notifications. Yesterday all emails regarding the below were sent without delay:

1- Email acknowledgment when the service request is created = sent to the customer

2- Email notification when the service request is assigned to an agent = sent to the person selected in Assigned To field.

3- Email notification when the milestone warning flag is checked = sent to the supervisor.

No new changes were done on the system, today the first email is received, I keep receiving the second email more than once and the third email, out of 10 service requests I created, I received only once. Yesterday the three emails were working like a charm. Is there a way to view the reason for this weird behavior?

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