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Retaining copies of incoming email for incident creation
Answer ID 2762   |   Last Review Date 12/12/2018

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

Environment:

Incoming Emails
Oracle Service Cloud

Resolution:

A configuration verb EGW_SAVE_ORIG_MESSAGE is one of the Email Gateway (incoming email) configuration verbs which allows saving the original message for each new incident created by email.   Enabling this configuration verb 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 and the file extension is .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 work station.

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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