When a contact is created from email, why aren't the first and last name populated?

Environment:

Oracle B2C Service, All versions

Resolution:

When an email is being analyzed by techmail, there are several steps in the creation of the contact. First it verifies if the contact exists. If not, a new contact is created by taking the information from the email header. A standard header includes: From "first_name last_name" < email address > (e.g. From: "John Smith" <john.smith@oracle.com>).

Cause:

There are some situations in which the first and last name are missing from the header. In these cases, a contact is created without first and last name. This is the standard functionality of the product and all headers should respect the standard in order not to create conflicts between applications.

For additional information on the above setting, see Answer ID 1595: Including email headers for incidents created from email.