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Emails from specific address being filtered or have no body
Answer ID 10162   |   Last Review Date 03/18/2019

Why are emails from "postmaster@example.com" or "mailer_daemon@example.com" being discarded or create incidents with no body?

Environment:

Mailboxes, Oracle Service Cloud, all versions

Resolution:

An email is considered to be returned when the From address begins with postmaster or mailer_daemon, or if the MIME type is Multipart/Report. Product can handle emails from postmaster or mailer_daemon in a few different ways but depending on a "Delete Returned Messages" mailbox configuration.

Clear "Delete Returned Messages" checkbox to turn returned messages into incidents. By default, this check box is selected to delete a returned email.

Note: This option is not available for Outreach mailboxes. Emails that are sent from "postmaster" or "mailer_daemon" even if it is not returned email will still be considered as returned and will be processed accordingly. That is why we do recommend not to use addresses that begin with postmaster or mailer_daemon for communication with the contacts.


For more information about this functionality please check Product Documentation.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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