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    Daniel Balshaw
    HR Help Desk Inbound EmailsAnswered
    Topic posted February 1, 2019 by Daniel BalshawSilver Medal: 2,000+ Points 
    132 Views, 18 Comments
    Title:
    HR Help Desk Inbound Emails
    Summary:
    Inbound emails not getting assigned to correct queue
    Content:

    Hi,

    I posted this in the HR Forum, but didn't get any response as I don't think there are many Help Desk users...

    We've been experimenting with the HR Help Desk functions in 18C, and testing a SR creation using inbound email as per the documentation here:

    https://docs.oracle.com/en/cloud/saas/sales/18c/faiec/setting-up-communication-channels.html#FAIEC2296834

    When sending an email to our 'intservice' address, for some reason it's adding the SR to the CRM queue, instead of the HCM queue (attached a screenshot from BI showing where the SR's are assigned to)

    Any ideas? We've been over the config several times and nothing looks out of place.

    Thanks

    Dan

    Image:

    Best Comment

    Reghu

    but I don't find any channel with that email address from your screenshot,  could you create one with this email address andn with stripe HCM and then shoot an email?

     

    Also, for the SRs that got created already thorugh IB email, could you pick the channel name and let me know?

    Comment

     

    • Reghu

      Could you share your Assignment rule (along with the rule category and set) screenshot?

      Also, which stripe does your channel (inboiund email address 'To' address of the email)  belong to?

       

    • Reghu

      From the screenshots its not clear which Category the rule is belonging to.  I hope its 'HR service request queuing rules' . 

      The stripe of your channel can be found from Manage communication channels FSM task  > query for your channel > Stripe is an attribute

      • Daniel Balshaw

        Yes it's on the 'HR service Request Queuing Rules'

        I cannot find that option under the Manager Communication Channels, am i looking in the rightplace?

         

        Thanks

    • Reghu

      I could see that in your screenshot. Manage communication channels.. Drill down to the task > you will see list of channels > you must be finding yours > get the stripe attribute

    • Reghu

      ok. whats the email address to which you are sending emails to?  and whats the forwarding rule forward email address?

      • Daniel Balshaw

        At the moment i'm just firing an email to 

        PODNAME.fa.intservice.incoming@workflow.mail.em3.oraclecloud.com

        Are there other rules I should be setting within the Product?

    • Reghu

      but I don't find any channel with that email address from your screenshot,  could you create one with this email address andn with stripe HCM and then shoot an email?

       

      Also, for the SRs that got created already thorugh IB email, could you pick the channel name and let me know?

    • Daniel Balshaw

      Thanks! so i can create a new channel, but there is no where to pop the inbound email into (can only enter account name and channel code)

      For the previous ones that got created through IB, I can't even see these in any queues - the only way i found them was doing a BI report.

       

      Thank you for your help with this, it's really appreciated.

    • Reghu

      I am glad that I could be of help. 

       

      For the previous ones, I ebelive you could see that if you choosee filter 'All SR..' in the SR list page and then see the channel.

      • Daniel Balshaw

        Ahh so that's where they don't show - i'm not sure if it's because we're using the HR Help Desk specific 'SR' screens rather than Service?

         

    • Reghu

      Oh!  that's bad.  I didn't know HR aspect of it.  We see all SRs under this filter. 

       

      • Daniel Balshaw

        Yeah - it's quite hard, as you have to follow the specific setup instructions for the HR bit, but there is a lot of cross over with Service Cloud setup.

         

        Not really sure what to do, might have to raise an SR with Oracle maybe?

    • Reghu

      Hmm.  I understand.  But what would I do is,.. to see the OOB roles I user,  to see the Data security policies under them to see whats the condition and alter them, before raising SR.

       

    • Daniel Balshaw

      You've lost me now :) I've got most of the Admin roles for Service and HR Help Desk if that's what you mean?

      • Daniel Balshaw

        I managed to get this working..!

        I'd not realised that the 'Account Name' on the Channel Configuration needed to be the email address for the inbound emails, replaced it, and it now works :)

        Thank you for your help with this!

        Dan

    • Reghu

      Dan,

       

      I did mention the same and I thought it started working 4 chats ago :)   And was giving these roles related tips only for seeing the previous SRs.   "could you create one with this email address andn with stripe HCM and then shoot an email?"