Collecting email headers or source for Oracle Service Cloud Technical Support
Answer ID 4781   |   Last Review Date 05/02/2018

How do I collect undisturbed email text or header information to troubleshoot email issues with Oracle Service Cloud Technical Support?

Environment:

Not version specific. This answer is applicable when submitting incidents on email issues to Oracle Service Cloud Technical Support.

Resolution:

To troubleshoot email issues Oracle Service Cloud Technical Support often needs the header or complete undisturbed source text of an email.

Forwarding an email will destroy this information, but an email can be saved from the original client as a text file and sent as an attachment.

All email clients:
1. Open the mail folder and select the message.

Microsoft Outlook (Most new versions do not allow saving the original raw email therefore please provide the headers):
2. Double click the message to open it in a different window.
3. Click File, Properties.
4. Click in the Internet Headers section and type Ctrl-A, Ctrl-C
5. Paste into a text editor and save the output as header.txt.

Microsoft Outlook (in older versions 2010 and below):
2. Double click the message to open it in a different window.
3. Click the Outlook button in the upper left corner, click Save As > Save As
4. Change the Save As Type to "MHT Files" (.mht)
5. Change the name of the file to include your company and incident number and click OK

Google Gmail:
2. Click the down arrow beside "Reply".
3. Click "Show Original".  The email will open in a new browser window.
4. Click File->Save Page As (may differ according to browser)
5. Change the name of the file to include your company and incident number with a ".txt" extension.  Click Save.

Yahoo Mail:

2. Click the three dots at the top of the screen.
3. Click "View Raw Message".  The email will open in a new browser tab.
4. Click File->Save Page As (may differ according to browser)
5. Change the name of the file to include your company and incident number with a ".txt" extension.  Click Save.

All email clients
6. Attach the message to the incident as an attachment.  Do not forward the email as the headers will change.
 

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