Block Service Request Creation through Email channel in Fusion Service

Implementation guide for the Service Request object validation rule. The rule rejects a new SR created from an inbound email while allowing email messages to update an existing SR. The reported implementation passed both behavior checks.

RightNow Reference

In Oracle RightNow / Oracle B2C Service, Incident Business Rules can prevent customers from creating new incidents by email. The rule checks whether the incident originates from a Service mailbox and uses the Do Not Create Incident action to block creation. This action does not apply to updates, so customer replies that the system correctly matches to an existing incident can still be added to its thread.