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Incidents are not being updated with a customer reply (Service and/or Outreach)
Answer ID 4543   |   Last Review Date 11/26/2019

Why are my Outreach or Service incidents not being updated when a customer replies by email?

Environment:

Incoming Email, Related Configuration Settings

Resolution:

Step one is to ensure that your mailboxes have been configured properly.  Double check the pop account information, the password, and that Incoming email is enabled.

To start with, see: Answer ID 331: Setting up mailboxes in Oracle Service Cloud - remember, this will need to be performed in each interface.

After you are sure that the mailbox(es) have been setup correctly, we need to make sure that Email processing has been enabled. Make sure the EGW_ENABLED configuration setting is set to "Yes" or incoming emails will not even be processed.

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


There are many other Email Gateway (EGW_) settings that can affect your mailbox's usage, below are just a few:

EGW_AUTO_CONT_CREATE
If enabled (Yes), a new contact record is created when an email message in a service mailbox is processed which contains an email address that does not already exist in a contact record in the database. The contact record will be populated with the contact's email address as well as the contact's first and last names if they can be extracted from the email headers. If the first and last names cannot be extracted, EGW_DEFAULT_FIRST_NAME and EGW_DEFAULT_LAST_NAME will be used. The user ID for the contact will be set to the contact's email address, and the password will be set based on how the EGW_PASSWD_CREATE setting is configured.  Default is enabled (Yes).

Note: This setting does not apply to Outreach/Feedback mailboxes.


EGW_AUTO_CONT_CREATE_MA

If enabled, a new contact record is created when an email message in an Outreach mailbox is processed which contains an email address that does not already exist in a contact record in the database. The contact record will be populated with the contact's email address as well as the contact's first and last names if they can be extracted from the email headers. If the first and last names cannot be extracted, EGW_DEFAULT_FIRST_NAME and EGW_DEFAULT_LAST_NAME will be used. The user ID for the contact will be set to the contact's email address, and the password will be set based on how the EGW_PASSWD_CREATE setting is configured. Default is enabled (Yes).


EGW_PASSWD_CREATE

Determines if techmail should create a password when creating a new contact. If enabled, a password will be generated for the new contact but the contact will be required to manually reset the password in order to log in to the end-user pages. A message with instructions and a link to a password setup page will be emailed to the new contact. Default is enabled (Yes).

Note: If EU_CUST_PASSWD_ENABLED is set to No, this setting will be ignored, and a password will not be created.


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).


EGW_SECURE_UPDATE_MODE
NOTE: 
Beginning in 17D: The EGW_SECURE_UPDATE_ENABLED configuration setting as been renamed to EGW_SECURE_UPDATE_MODE.  This setting determines the level of security applied when updating an incident by email.

Supported values are:
2 - Updating an incident by email is allowed only when the Reply-to or From address of the email message is listed in the contact record associated with the incident.

1 - Updating an incident by email is allowed from any email address, but only if the new message includes a tracking string indicating a match to the site and incident in question. (Note that if  no tracking information is found but a ref_no is found in the subject, then an incident will be created if EGW_UPDATE_BY_CREATE is set to 1).

0 - Updating an incident by email is allowed from any email address based on reference number match only. IMPORTANT! SETTING THIS VALUE TO 0 MAY IMPACT SECURITY OR PRIVACY CONCERNS FOR YOUR SITE.

*Note a setting of 0 allows an incident to be updated by as little as a reference number match in the subject. Because of this, a contact other than the original incident's contact can update the incident.

In August 2017 and earlier:  If enabled, updating an incident by email is allowed only when the Reply-to or From address of the email message is listed in the contact record associated with the incident (that is, the primary or alternate email addresses). If disabled, an incident can be updated by email from any email address. Default is enabled (Yes).


EGW_UPDATE_BY_CREATE
If enabled (Yes), a new incident is created when an incident update request is received by email from an address that does not belong to the incident's primary contact and EGW_SECURE_UPDATE_ENABLED is enabled. If disabled (No), the update is discarded and a rejection notice is returned to the sender. This setting has no effect if EGW_SECURE_UPDATE_ENABLED is disabled (No).

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