A customer's auto-responder is causing an email loop, which is creating multiple incidents.
Environment:
All Versions / Mailbox Configuration
Resolution:
Oracle B2C Service includes several features that allow you to break email loops:
Automatically Discard Auto-Response Email: You can have a mailbox automatically filter out some auto-reply email messages. The Discard Automatic Responses field for the mailbox can be set to Off, Conservative, Moderate or Aggressive. The default setting is Conservative, so you may need to increase this setting to reduce the chance of email loops. The filters used in each of the menu options (Conservative, Moderate, and Aggressive) are defined in the EGW_AR_CONS_*_FLTR, EGW_AR_MODR_*_FLTR, and EGW_AR_AGGR_*_FLTR configuration settings. You can configure the header and body filters separately for each menu option by editing the corresponding configuration setting. Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key. For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings.Note: These configuration settings are automatically overwritten during an update to a site, so if you wish to use custom filters you should use the Discard Filters found at the bottom of the Incoming Email section of the Mailboxes configuration page. |
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Prevent Mailbox from Sending Email to Itself: The EGW_LOOP_PREVENT_ENABLED configuration setting allows you to prevent an Oracle B2C Service mailbox from sending messages to itself. When EGW_LOOP_PREVENT_ENABLED is set to Yes, any email where the reply-to email address matches the reply-to email address of any mailbox in Oracle B2C Service will be discarded and no incident will be created. In this way, the mailbox deletes any messages from itself, which can prevent continuous email loops. By default, this setting is enabled (set to Yes). Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key. For more information on accessing the Configuration Editor and editing settings, refer to Answer ID 1960: Editing Configuration Settings. |
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Limit Amount of Email from an Address for a Specified Time Period: You can set configuration settings to allow a specified number of emails within a specific timeframe.
See also Configurations EGW_MAX_PER_ADDRESS and EGW_MAX_MSG_DURATION explained for more information. |
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Add Email Address to Discard Addresses: To break the loop, you can temporarily add the offending email address to the discard addresses list for the mailbox. Leave the address in the discarded address list through at least one run of the techmail utility, which will break the loop. Then, you can determine whether the email address is for a valid contact and determine whether that address should be removed from the discard list so that that contact can submit email in the future. If not, you can go ahead and leave that email address in the discard addresses list. |
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Add Business Rule to Not Create Incident: You can create a business rule to block returned messages so that the incident is not created. An example of the workflow rule is provided below:
IF Incident Source is Email andThe matches regular expression operator, the "pipe" ( | ) used in the above example, allows you to process incoming assistance requests based on the content submitted. In this example, any email submitted that includes the text "out of office", "auto-reply" or "undeliverable" in the subject line of the email will not create the incident. Depending on the nature of the incoming email, some valid emails may not create incidents based on the text included in the subject line. Note: If you want to be notified of undeliverables, remove "undeliverable" from the example above. |