Help Desk Outbound Emails do not always display in Inbox (inconsistent issue)

Summary:

Hello,

We've been testing HR Help Desk (Next Gen) for a new implementation. During our most recent testing we noticed that the Automatic Acknowledgement email does in fact work as expected and we are able to confirm that by going into an Email-created SR and validating the email was sent out to the PPC. However, although the SR is created and the Acknowledgement outbound email is shown in Oracle UI, the Auto Acknowledgement email is not always confirmed successfully within the email inbox.

Content (required):

For more context, this seems to happen only with those emails that are NOT A MATCH to a primary email in Oracle HCM.