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Scheduled Reports from scheduleadmin@custhelp.com
Answer ID 13099   |   Last Review Date 12/13/2025

Why are some scheduled report emails sent from email address 'scheduleadmin@custhelp.com' with a note that mentions CUSTOM_CFG_SCHEDULE_ADMIN_EMAIL_ID?

Environment:
 
Oracle B2C Service version 25D and higher
Analytics, Scheduled Reports
 
Issue:
 
Scheduled report emails are shown as from 'scheduleadmin@custhelp.com' instead of an account's email address and there is a note in the scheduled report email that has:

Note: The original sender account has been disabled. Please update the sender in report schedule or modify the custom config value CUSTOM_CFG_SCHEDULE_ADMIN_EMAIL_ID to provide a from address for this and all other schedules having disabled account.

Resolution:
 
To prevent scheduled report emails from using email address 'scheduleadmin@custhelp.com' the scheduled report can be edited to change the "Run report as" to a non-disabled account or a configuration setting can be created to customize the email address used for scheduled reports sent from disabled account.  Here are steps to take for either of these options.
 
Click the plus sign next to the appropriate heading below to expand that section for viewing.

 

Finding and editing the report

  1. First find the report(s) involved using either Report ID 13000 "Report Schedules" (see Answer ID 4045: Identifying and removing a scheduled report) or using Report Management in .NET Agent Console (the procedure in Open a Report in the Report Management Component)
    1. If the results of this show Location with /My Reports - <account name> then use the  system-defined administrator account to access the report (see Answer ID 2035: Accessing & troubleshooting private reports)
  2. Using Reports Explorer, navigate to the report and right-click for Edit mode
  3. Click Scheduling in the Home tab to see all schedules for the report
  4. Click Edit on the report schedule and change the Run report as setting.  
    1. You may see an active account listed because accounts that are Disabled from Views/Reports, or Permanently Disabled will not be shown in this field.  So even if you see an active account here you should change the value to the desired activate account since the schedule may still be configured to use a disabled account.  
  5. Make other edits if desired (To recipients, Subject, Recurrence, Filter values, etc) then click OK
  6. Click OK in the Schedules box once done editing all schedules.
  7. Save the report.

Creating a custom configuration setting for CUSTOM_CFG_SCHEDULE_ADMIN_EMAIL_ID 

If you don't want to edit all report schedules to use non-disabled accounts and want to change the email address used from 'scheduleadmin@custhelp.com' to something different, you can create a custom configuration setting following these steps:
  1. Navigate to Configuration > Site Configuration > Configuration Settings
  2. A Search window pops up, click either Search or Cancel (you don't need to change search filters)
  3. In the Ribbon click New > Text
  4. In the Key field enter CUSTOM_CFG_SCHEDULE_ADMIN_EMAIL_ID 
  5. In the Type field you can set to Interface if you want to configure a different email address for each interface.
  6. Change Required field from No to Yes if desired
  7. Change the Folder location if desired
  8. Set a Default value if desired
  9. Set Maximum Length to a large enough value to accommodate the email addresses you might want to use.  The field's max length cannot be edited once the configuration key is created.
  10. Type in the Description box if desired
  11. Enter Value for the site or each interface (depending on step 5)
  12. Click Save
If you create CUSTOM_CFG_SCHEDULE_ADMIN_EMAIL_ID and enter values, then scheduled report emails associated with disabled accounts will use the value you set in the configuration setting and the scheduled report email will not have the "Note" that mentions CUSTOM_CFG_SCHEDULE_ADMIN_EMAIL_ID.  
 
If you create CUSTOM_CFG_SCHEDULE_ADMIN_EMAIL_ID but leave the value Null, then the email 'scheduleadmin@custhelp.com' will be used and the scheduled report email have the Note again.
 

  

Cause:
 
When a scheduled report owner or 'Run report as' is set to an account that has been set to Disabled from Assignment, Disabled from Views/Reports, or Permanently Disabled then scheduled report emails will be sent using the email address 'scheduleadmin@custhelp.com' unless configuration setting is created with key CUSTOM_CFG_SCHEDULE_ADMIN_EMAIL_ID to specify a different email address.
 
Notes:
 
This behavior is expected for sites on version 25D or newer with configuration setting RPT_FROM_ADDR set to 2 (the default value).
 
 
 

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