1. In the incident, click Options and select the Always Show for Response and Show Sign/Encrypt check boxes below Email Message Header.
  2. Select the Sign check box. (*Note: You cannot select the Sign check box if the Service mailbox does not have a certificate that allows sending encrypted email.)


Setup Complete

Once the signed emails have been exchanged, you should be ready to use S/MIME and send encrypted emails. To send an encrypted email from Oracle Service Cloud, please follow these two steps.

  1. In the incident, click Options and select the Always Show for Response and Show Sign/Encrypt check boxes below Email Message Header.
  2. To encrypt your response to the contact, click the Do Not Encrypt drop-down menu and select Encrypt When Possible or Encrypt Always. (*Note: You cannot select an encryption option if the contact you are responding to does not have a certificate that allows receiving encrypted email. If you select Encrypt Always, you can select only addresses that have certificates associated with them. )

For more information on sending signed and encrypted incident responses, please see our documentation below.

Sign and Encrypt an Incident Response