Decide Whether to Add Email Recipients as Service Request Contacts or Team Members

You can decide whether the recipients of an inbound email must be added as service request (SR) contacts or SR team members.

The sender of the first email is always added as the primary contact on the SR. For the follow-up emails, you can choose not to add the sender of the email as an SR contact or SR team member. You can do this by configuring the ORA_SVC_ADD_EMAIL_RECIPIENTS_TO_SR profile option.

When you set this profile option to No, the sender of the follow-up emails isn’t added to the SR.

Note: The sender of the first email is always added to the SR, irrespective of the value of this profile option.

1. Sign in as an administrator.
2. Navigate to the Setup and Maintenance work area.
3. Open the Tasks panel tab and click Search.
4. Search for and select the Manage Administrator Profile Values task.
5. On the Manage Administrator Profile Values page, navigate to the Search region.
6. In the Profile Option Code field, type ORA_SVC_ADD_EMAIL_RECIPIENTS_TO_SR.
7. Click Search.
   The ORA_SVC_ADD_EMAIL_RECIPIENTS_TO_SR profile option is displayed in the Search Results: Profile Options region.
8. In the Profile Option Levels region, set the Profile Value for the Site Profile Level as No.
9. Click Save.