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Populate External Contact custom field on Help Desk Ticket from Inbound Message Sender's Email Addre

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edited Apr 14, 2021 8:02PM in Work Life Solutions

Summary

We receive a variety of inbound messages via email channels to our HR Help Desk. We've deployed a custom field to track the external contact for searching, reporting, and easier communications.

Content

An outstanding task in our implementation is to automatically populate the inbound message sender email address on a custom field on the service request where the sender was not in our list of contacts (e.g., employees). We got close, and had assistance from a great Oracle Support engineer (shoutout to Arun!) who helped us get across the finish line.

Lessons learned: The Inbound Message ObjectId is the Service Request SrId. You need to wait until the inbound message status code is processed before trying to update the service request, or else you will have the inbound message fail to process outright, or never move from inbound message received to processed. I had tried to do this as an object workflow on the service request object, or as an object trigger on after create or before insert into database and ran into various troubles. I also tried from the inbound message as a field trigger on the status code, but

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