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Require end-users to reply to between the lines for incident updates
Answer ID 282   |   Last Review Date 01/08/2019

How do I require end-users to reply between the lines when responding to incidents by email?

Environment:

Outgoing Email
Oracle Service Cloud

Resolution:

When the reply between the lines features is enabled for email messages sent by your Oracle Service Cloud application, you can force end-users to reply between the provided lines in order to update their incident from email.

When the end-user replies to the email, only content provided between the lines is included in the incident thread (as opposed to the entire email contents) and the update is only processed if content is provided between the lines.

To configure your site to require end-user to use the reply between the lines feature, you must verify that your configuration settings are set properly as well as the Service mailbox.


Step 1: Set Configuration Settings

The EGW_REPLY_BETWEEN_ENABLED configuration setting specifies whether the Reply Between the Lines feature is enabled in outgoing Service email messages. This setting must be set to Yes in order for the lines below to be included in your email responses:

[===> Please enter your reply below this line <===]

[===> Please enter your reply above this line <===]

 

In addition, please be aware that the Email Gateway must be enabled in order for 'reply between the lines' text to be included in your outgoing email responses. The EGW_ENABLED configuration setting determines whether the email gateway is enabled or not.  EGW_ENABLED must be set to Yes in order to allow incoming email via a Service mailbox to be processed.  Please do not disable EGW_ENABLED unless you want to cease all incoming email for the associated interface.

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


Step 2: Force Reply Between Lines in Mailbox Configuration

In addition, the Force Reply Between Lines field in the Mailboxes table specifies that if an email reply is not between the beginning and ending markers, an email will be sent back to the customer. The email indicates that the reply must be between the markers. If the Force Reply Between Lines option is not enabled in the mailbox, if an email reply is not between the markers, the entire body of the message will be added to the incident.

To edit the Force Reply Between Lines feature, use the steps below:

  1. From the Service Administration items, select Communication Configuration > Service Mailboxes.
     
  2. In the left-hand frame, expand the list of mailboxes and right-click on the mailbox name and select Edit.
     
  3. In the right-hand frame, click the Incoming E-mail tab.
     
  4. Enable the Force Reply Between Lines checkbox.
     
  5. Click Update.

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