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Preventing email incidents if contact record does not already exist
Answer ID 2526   |   Last Review Date 11/26/2019

How can we configure our site so that incidents are not created from incoming emails unless the contact record already exists?

Environment:

Contact auto-create, Configuration Settings
Oracle Service Cloud

Resolution:

EGW_AUTO_CONT_CREATE configuration setting indicates whether contact records are created from email sent to a support mailbox.

With this settings disabled (set to No), contacts are not able to be created from email. As a result, incidents can only be submitted from contacts already configured in your site.

Preventing incidents from non-contacts who submit email:  The EGW_AUTO_CONT_CREATE configuration setting specifies whether end-users can create a new account by submitting an assistance request through a mailbox configured for your site.  Please note this setting is only applicable to Service mailboxes, not Outreach mailboxes.

If the setting is disabled in your site, the user must have a valid contact record already established in your application in order to be able to submit an email to your mailbox. This allows you to restrict access to your site to specific contacts.

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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