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Setting the Reply-To Address when forwarding incidents or sending report subscriptions
Answer ID 2056   |   Last Review Date 12/23/2018

Can we have the recipient's reply go to the staff member who forwarded the incident?

Environment:

From / Reply-to address for Scheduled Reports and Forwarding Incidents
Configuration Settings, Oracle B2C Service, All versions

Issue:

Currently, when an incident is forwarded from the administration pages and the recipient clicks Reply, the reply is sent in to our Oracle B2C Service site as a new incident.  We would prefer that the reply be sent to the staff member who forwarded the incident. 

The same thing happens with report subscriptions. Can we set the reply-to address to be the staff member who created the subscription?

Resolution:

You can configure your Oracle B2C Service application to use a different reply-to address than the default mailbox. This can be configured separately for incidents forwarded manually from the administration pages, incidents forwarded using a business rule, and for scheduled report subscriptions as described below.

Note: If you configure your application to use the staff member's email address as the From address, SPAM software might reject the email as SPAM if the email domain of the staff member does not match the email from which it is truly sent (also known as spoofing).

If this happens, changing the configuration setting to use the default mailbox address should resolve this issue and allow the email to be delivered successfully. For more information on spoofed email, refer to Answer ID 2245: Scheduled reports and forwarded incidents are getting blocked.


Incidents forwarded manually: The IFWD_UI_FROM_ADDR  configuration setting specifies the choice of options for the From (Reply-To) address when an incident is forwarded from the Support Console. The accepted values are listed below and the default value is 3:

1 - The From address defined in the default mailbox for the interface
2 - The From address defined in mailbox of mailbox_id in the incident
3 - The email address of the staff member who forwards the incident.

In order to use option 3 correctly, the staff member's account must have an email address configured. If a staff account does not have an email address and option 3 is specified for this setting, the email address of the default mailbox for this interface is used when the incident is forwarded.


Incidents forwarded from a Rule: Similarly, the IFWD_RULE_FROM_ADDR  setting specifies the choice of options for the From address when an incident is forwarded by business rule. The accepted values are listed below and the default value is 1:

1 - The From address defined in the default mailbox for the interface
2 - The From address defined in mailbox of mailbox_id in the incident

Report Subscriptions: For scheduled reports, the RPT_FROM_ADDR  configuration setting specifies the email address used when a report is emailed as a subscription or when using the Send To feature. The accepted values are listed below and the default value is 2:

1 - The From address defined in the default mailbox for the interface
2 - The email address of the staff member who owns the scheduled report and/or sends the report
3 - The email address of the staff member who forwards the incident (this option is not available in all releases)

In order to use option 2 correctly, the staff member's account must have an email address configured. If a staff account does not have an email address and option 2 is specified for this setting, the email address of the default mailbox for this interface is used when the incident is forwarded.

To edit either of these settings, use the path below:

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.


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