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Intermittent issue where inbound emails are getting created under CRM Stripe code

in Help Desk 1 comment

Summary:

Next gen HR Help Desk - Created Email channel as per the documentation link https://docs.oracle.com/en/cloud/saas/fusion-service/farhd/configure-an-email-channel.html#s20058710

Stripe Code - HR HelpDesk Request Stripe 

Purpose- Support

Channel Type as Email.

Account name-support@mycompanydomain.com


Content (required):

The setup seems correct as the tickets are getting created under HR Help Desk stripe code. But there is also an issue where some tickets are getting created under CRM Stripe code instead of HR Help Desk Stripe code. This is intermittent and there is no pattern on when this happens. The users send emails to the same mail box and some times the tickets are created under HR Help Desk Strupe code and other times under CRM stripe code. The OTBI report attached for inbound email shows the inbound message account as the same '****.fa.intservice.incoming.cnstag.x1278774022@workflow.mail.ap1.cloud.oracle.com' for both the requests.

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