1. Help Desk: Questions and Answers
  2. What happens when a customer sends an HR Help Desk email?

What happens when a customer sends an HR Help Desk email?

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 request, then a new HR Help Desk request is created. If the email is regarding an existing HR Help Desk request, then the email content is added as a message to the relevant request.

If a match to the email ID isn't found in the database, then the following applies:

  • The value for the SVC_EMAIL_PROCESS_UNKNOWN_CUST profile option is selected. This option specifies how to process an incoming email from unknown customers.

  • If the SVC_EMAIL_PROCESS_UNKNOWN_CUST profile option is set to Y, a new HR Help Desk request is created. However, a message is sent to customers indicating that they can't be identified and must provide valid information for further processing of the request.

  • If the SVC_EMAIL_PROCESS_UNKNOWN_CUST profile option is set to N, no HR Help Desk request is created.

Note:

All the recipients of the incoming email, including the unknown contacts are listed in the Messages tab.