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Business Unit of a Service Request created by email

edited Jan 13, 2021 11:01AM in Fusion Service 2 comments

Summary

Business Unit of a Service Request created by email

Content

Hi Experts,

It is to discuss with you regarding the Business Unit of a Service Request when it is created via email

If no multiple BU is setup: When Email is processed by inbound email address (****.fa.extservice.incoming@workflow.mail.em3.oraclecloud.com) SR is created with the default CRM business Unit

If multiple BU's are Setup: We need to setup different support email channel (mailboxes which have auto forward rule setup to forward emails to inbound email address) with different BU. So when SR is created it will use the Business unit of the particular email channel where it is coming from.

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