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Configuring different email messages for each interface
Answer ID 1389   |   Last Review Date 11/23/2019

Can we enable different email messages for multiple interfaces?

Environment:

Service Message Types, Mail Scripts, Message Templates

Resolution:

Enabling and Disabling Messages

With multiple interfaces, you can enable different message types in each separate interface. For example, you could enable the Incident Received message for incidents submitted via one interface, but disable it for incidents submitted via a different interface.

You can enable or disable email messages for any interface, regardless of which interface you are logged in to. To enable or disable messages for an interface, use the steps below:

Sites with Message Templates enabled:

  1. From the Configuration items, select Site Configuration > Message Templates. Double-click the interface name to open. 
  2. From the home tab, click on the Administrator Emails button located on the ribbon.
  3. To view, disable, or format email messages sent to staff members, click the product area for which you want to access administrator email settings.
  4. If editing format, click Edit to modify and Deploy to commit changes.
  5. Select Save and Close button to save all your changes and close the editor.


Sites with Message Templates disabled:

  1. From the Configuration items, select Site Configuration > Interfaces. Double-click the interface name to open. 
  2. From the home tab, click on the Administrator Emails button located on the ribbon.
  3. To view, disable, or format email messages sent to staff members, click the product area for which you want to access administrator email settings.
  4. Click the Save and Close button to save your changes and close the editor.


Modifying Text of Messages

You can edit the text of the messages on an interface-specific basis. The text used in the various messages is modified by editing the appropriate message bases for the interface you select in the message base editor.

  1. Access the Message Base editor from any interface. (From the Configuration items, select  > Site Configuration > Message Bases).
  2. On the left-hand side, the interfaces are listed. Double-click the interface name of the message that you would like to edit. 
  3. Select the RightNow folder. Scroll through the list to view related messages for each message (i.e. Incident Response). 


For more information on customizing the content of your email messages and editing message bases, refer to the following:

Answer ID 2075: Editing the email messages sent with different incident statuses
Answer ID 383: Determining Which Message Base to Edit


Modifying the Reply-to Addresses

For incidents submitted from the Ask a Question page, the reply-to address specified in the default mailbox is used as the reply-to address.

For incidents submitted to a mailbox, the reply-to address is configured in the mailbox itself.

To access the Mailboxes table, go to Configuration > Site Configuration > Mailboxes.

When configuring mailboxes for another interface, you must access the Mailboxes table from the Administration Console for that interface.  You can use the path: File > Links menu > select the interface you wish to configure, to access other interface administration consoles.

For additional information on configuring mailboxes, refer to Answer ID 331: Setting up mailboxes in Oracle Service Cloud.

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