Email With Oracle Service Cloud
Email with Oracle Service CloudAndrei VatamanuSenior Technical Support EngineerOSvC Technical SupportMay 30, 2018Copyright 2018, Oracle and/or its affiliates. All rights reserved.
AgendaMailbox Setup Mailbox types Steps ConfigurationSettingsIncoming EmailFlowAdvancedOutgoing SetupTroubleshootingtips Barracuda Techmail DKIM SPF Headers File Attachments BouncesDemosQuestions
Types of mailboxesTwo types of mailboxes that are used by OracleService Cloud:1.Service Mailboxes - process emailcommunications on incidents2.Outreach Mailboxes - send outreachemail communications (surveys andmailings)
Types of mailboxesTwo types of mailboxes that are used by OracleService Cloud:1.Service Mailboxes - process emailcommunications on incidents2.Outreach Mailboxes - send outreachemail communications (surveys andmailings)Both Service and Outreach mailboxes can inturn can be of two kinds:a.Oracle-managed mailboxes - hosted onOracle's serversb.General mailboxes - hosted outside ofOracle's infrastructure
Steps of Mailbox SetupCreateMailboxAdd mailboxin ConsoleSetEGW ENABLEDto YesAnswer ID 331: Setting up mailboxes in Oracle Service CloudRecommended: setEGW SAVE EMAILHEADERS to Yes
Setting up Oracle-managed Mailboxes
Setting up Oracle-managed Mailboxes
Incoming email: Flow (1)Email sent toOracle Service CloudmailboxBarracuda – SPAM FilteringTechmail – App filtering 1st Layer – Firewall: Sender IP address check Virus scan Spam URLs (intent filtering) 2nd Layer – Per Mailbox Settings: SPAM Scoring Blocklist/Whitelist Mailbox discard filters, see Answer ID6492: Discard Filters on mailboxes Configuration Settings (EGW %) Business RulesEmail waits in mailbox fortechmail run All techmail filter reasons are detailedin Answer ID 6492: Techmail messagefilters explainedNOTE: Techmail does not handle outgoing emailIncident Created/Updated
Outgoing email: DKIM and SPF (1)
Outgoing email: DKIM (2)Answer ID 2701: DomainKeys and DKIM email authentication configuration
Outgoing email: SPF (3)Answer ID 2489: SPF and Sender ID considerationswith Oracle Service Cloud sitesDefine SPF in DNS: include:rnmk.com
Outgoing email: Reply-To (4)NOTE: SMTP forward setup is required if Reply-To is changed!NOTE 2: Oracle’s SMTP server is still the one sending the email
Troubleshooting Email - Header
Troubleshooting Email - HeaderNOTE: does not take into accounttechmail processing time
Bounce Email Handling (1)
Bounce Email Handling (1)Answer ID 1638: Allowing bounced incident responses into Oracle Service Cloud for reviewMore info in tables inc bounced mgs, message trans
Investigating Missing emailsIncoming emails:1. Get From/To/Date/Subject2. Make sure recipient mailbox issetup correctly (forwarding,mailbox setup)3. Utilities/EGW ENABLED (testsites)4. Check Barracuda5. Check tm filter details6. Check threadsOutgoing emails:1. Check mailbox is correctlyconfigured2. Check Audit log (responsesent, message delivery tosome recipients failed, etc)3. Check inc bounced mgs,message trans
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Barracuda -SPAM Filtering 1st Layer -Firewall: Sender IP address check Virus scan Spam URLs (intent filtering) 2nd Layer -Per Mailbox Settings: SPAM Scoring Blocklist/Whitelist Email waits in mailbox for techmail run Techmail -App filtering Mailbox discard filters, see Answer ID 6492: Discard Filters on mailboxes
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