External Email Contacts Not Captured in Contacts Section on HR Help Desk Request

Summary:

Oracle state the following “If an employee sends an email, then the email ID in the From field is validated against the employee record in the database. If a match is found, and the email is for a new help desk request, then a new request is created”.

Some employee records contain both work and home email addresses and based on the above statement it is assumed upon the service request creation Primary Point of Contact field should be populated with either the work or home email address (dependent on which is the primary) on the requestors employee record.