Background flow when agent opens a message in Inbox -eMailCenter -OA11.5.9

Hi Techies!
Currently In CRM eMail Center Module,when an agent opens the mail(message) from a mail id which is not primary mail Id but exists as alternate in hz_contact_points,the customer is not associated automatically and hence no customer information is displayed.
I would like to know what is the code written behind,when a mail is opened (for relating)
As a budding oracle developer,I request your help in this regard.
kindly do the needful

this forum just scrambles posts like yours... could you email me one of your problem email to unicorn dot consulting at gmail dot com.... Please put a subject in that will give me a clue.

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