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Answer ID 8489   |   Last Review Date 03/11/2019

Why is our contact receiving "Assistance Request Denied" when trying to email in a request?

Environment:

Workspace field (Disabled Flag), Custom Report

Issue:

I have a contact trying to send an email to open an incident, however, they are receiving a return email stating "Assistance Request Denied".  What can I do to prevent this from happening?

Resolution:

If you have a contact(s) that is unable to submit an email to create/update an incident because they receive a return receipt stating their account is disabled, this is most likely because the "Disabled Flag" value for the account has been set to "Yes".   Please check your Contact workspace for the "Disabled Flag" field.  If this field is visible, you may want to hide the field from agents based on their profile.  You can achieve this by creating a workspace rule.

If you find no workspaces that contain the "Disabled Flag" field, please check for any custom reports that may contain the "disabled" column from the contacts table and make sure the report is not "Inline Editable".

At this time, we do not have any built in features of the Oracle B2C Service application that would disable a contact automatically.

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