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We would like to keep a copy of incoming emails for audit
Answer ID 10284   |   Last Review Date 07/19/2019

How can we keep a copy of incoming emails for audit?

Environment:

Incoming Emails
Oracle B2C Service all versions

Resolution:  
 
While it's not possible to stop the emails from being deleted from an Oracle hosted mailbox, there are ways you can keep a copy of the emails within a mailbox hosted on your own mail server. This does depend on the mail setup you have in place.
 
The techmail utility that handles the processing of emails into incidents is also expected to delete the email message from the mailbox once they have been successfully processed as outlined in Answer ID 1361 - What are the techmail considerations I need to know?
 
If you would like to keep a copy of the emails for audit purposes, you can use one of the following scenarios:
 
 
Scenario 1 - Using this scenario, you will benefit from the Techmail on demand feature. For more details about this feature that is available only for Oracle hosted mailboxes, refer to Answer ID 8745 - What is techmail on demand.
 
You will need a POP3 capable mailbox on your mail server or a general provider mail server of your choosing. (This mailbox is not hosted by Oracle so it's entirely your choice as long it works on POP3.)
 
You will need to configure SMTP forwarding for this mailbox so that all emails will be forwarded exactly as they come in (same reply_to address) to the Oracle Hosted mailbox. More details about SMTP forwarding in Answer ID 1272 - Using your organization's domain in the Sent email address as your Oracle B2C Service mailbox.
 
 
Scenario 2 - Using this scenario, you will not benefit from the techmail on demand feature since the emails will be processed directly from the mailbox hosted on your mail server.
 
You will need a POP3 capable mailbox on your mail server or a general provider mail server of your choosing. (This mailbox is not hosted by Oracle so it's entirely your choice as long it works on POP3.)
 
You can login to the Oracle B2C Service console and, using an admin account, go to the Mailboxes section and add a new mailbox using the pop_server, pop_account and SSL method provided by your mail server administrator. For more details about setting up your own mailbox, you can check the 'Setting up a General Service or Outreach Mailbox' section of Answer ID 331 - Setting up mailboxes in Oracle B2C Service
 
After configuring the new mailbox within the console, please keep in mind that all existing emails from the mailbox will be processed into incidents so make sure that you don't have any unwanted emails there before configuring it.
 
You can check with your mail server administrator for a way to keep a copy of the original emails in the mailbox/mailboxes hosted on your mail server.

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