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Submitting an incident with new email address
Answer ID 12289   |   Last Review Date 07/07/2022

Why was a new contact created when an incident was submitted through techmail? 


Oracle B2C Service


When a customer uses an email address to submit an incident through techmail and that email address is not in the contacts table, a new contact record will be created for the given email address, if EGW_AUTO_CONT_CREATE is enabled. This new contact record will then be associated with the new incident. If the owner of the email address had submitted incidents before, with a different email address, then there will be two contact records for that person. One record for each email address unless the prior contact record had the second email address listed as an alternative email address. 

Related answer: Answer Link 4543: Incidents are not being updated with a customer reply (Service and/or Outreach)