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Retaining copies of incoming email for incident creation
Answer ID 2762   |   Last Review Date 04/20/2020

How can I retain copies of the original incoming email for incident creation?

Environment:

Incoming Emails, Saving Original Email Messages
Oracle B2C Service

Resolution:

A configuration setting EGW_SAVE_ORIG_MESSAGE is one of the Email Gateway (incoming email) configuration settings which allows the original message to be saved for each new incident created by email.  This setting is enabled by default.

EGW_SAVE_ORIG_MESSAGE
If enabled, the Email Gateway program will attach the original email to each new incident upon creation. Default is Enabled (Yes). 

Having this setting enabled will save a copy of the original email message as a file attachment to the incident.  Copies of the subsequent email updates to the incident will NOT be saved with the incident.

The original email is saved as an attachment to the incident and the file format is MIME HTML with a file extension of .mht.  The file should open in a new browser window and the message will appear in html (or text) format as if it had been opened in an email client.  

Note:  If the file does not open in a compatible application then the file extension needs to be mapped to an application on the workstation.

To review the actual “raw” message, save the .mht file to the Desktop and then Open With a text editor such as Notepad.  The original Internet Email headers are in the file and viewable when opened in text format.

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

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