Why aren't all of my email messages being turned into incidents?
Oracle Service Cloud includes several features that allow you to prevent incidents from being created. This includes settings designed to prevent email loops, specifying email addresses from which incidents will not be created, and rules that prevent incidents from being created under specific conditions. Evaluate the options and features below to determine if these are in place to prevent incidents from being created.
Note: You can determine if an email was filtered using the standard report: "Incoming Email Filter Details" (report ID 227). This report is at the path: \Public Reports\Service\Email Reports.
Note: In addition to the features and settings listed below, if your mailbox is hosted by Oracle, emails may be filtered or quarantined based on how the Barracuda filtering application is configured for the mailbox. For more information on how Barracuda filtering may be applied to your hosted mailbox, refer to Answer 2345: Barracuda Spam filters on hosted Service mailboxes.
Configuration settings: The configuration settings included in the sections of this answer can be edited using the path below.
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.
Amount of Email from an Address is Restricted: You can set configuration settings to allow a specified number of emails from an address within a specific timeframe.
See also Configurations EGW_MAX_PER_ADDRESS and EGW_MAX_MSG_DURATION explained for more information.
|Prevent Mailbox from Sending Email to Itself: The EGW_LOOP_PREVENT_ENABLED configuration setting allows you to prevent an Oracle hosted mailbox from sending messages to itself. When EGW_LOOP_PREVENT_ENABLED is enabled, any email where the reply-to email address matches the reply-to email address of any mailbox in Oracle Service Cloud, it 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).
Message is Determined to be a Duplicate: The EGW_DISCARD_DUPLICATE_ENABLED configuration setting allows you to discard emails that are determined to be duplicates. If enabled, any email having the same date within four hours, to and from email address (i.e. Sent to the same mailbox from the same sender), subject, and body as an existing incident will be classified as a duplicate message and will be discarded. Default is enabled (Yes).
NOTE: Beginning in the May 2015 release, the file attachment name, type, and size is also considered when processing potential duplicate messages. In this same version, the specific mailbox is now ignored as a true duplicate could be sent to multiple configured mailboxes.
|Email Matches Discard Addresses List or Discard Subject or Body Criteria: Check to see if the email address from which the email was sent is listed in the Discard Addresses filter for the mailbox. If so, then all messages from that address are simply discarded without creating an incident. Typically, email addresses are added to the Discard Addresses filter if they have been identified as sources of spam or junk email.
To check the discard addresses list, access the mailbox from the Service Configuration menu > Communication Configuration > Mailboxes table. Right click on the mailbox name and select Edit. Click the Incoming Email tab and review the email addresses listed in the Discard Addresses filter. If necessary, remove the email address and click Save.
Similarly, if words or phrases are listed in the Discard Subject or Discard Body fields, emails may be discarded if they contain a matching text sequence in the corresponding field.
Important! Emails are discarded based on whether the content matches any of the text strings entered and function similar to regular expressions in business rules.
For example, if you include the entry "hat" as criteria to discard the email in either the Discard Subject or Discard Body fields, an email will be discarded if it has a longer word or words that have "hat" in them -- even if the word "hat" itself is not in the email. If the email includes chat, what, hatch, and so on, the email is discard. For this reason, it is best to include longer words or phrases when adding content to these discard fields.
Review Business Rules: You can create a business rule to block returned messages so that the incident is not created. Review your business rules to see if any of the rules include the action "Do not create incident".
If you want to prevent incidents being created from reply email, use the following rule: IF Incident.Source equals Utilities -> Techmail - Outreach Mailbox