Why can't I change the mailbox associated with a closed incident surveys?
Oracle Service Cloud Outreach and Feedback
A closed-incident survey is a form of a transactional survey. The mailbox information cannot be changed while a mailing or survey is in a launched status.
Once a survey has been launched, the From address associated with that survey cannot be changed. Even if you change the mailbox settings to a new email address, the survey will still reference the original email address. Any surveys sent where a automated reply is received will go to that From email address.
You can suspend the survey temporarily in order to change the mailbox information, and then re-launch the survey. There could be data integrity issues if you do not protect the survey from sending while you are changing the data.
To suspend the survey:
- Open the survey from the Survey Explorer.
- Select the Delivery tab.
- Click the Suspend button. The Suspend button will only appear after the survey has been launched.
- Click the Yes button to confirm suspending the survey.
- To start the survey again, simply click Launch.