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Environment:
Outgoing service mail, message templates Oracle B2C Service, all versions
Resolution:
When incident details are emailed to customers with the Question Receipt message template, URLs/links from the original message are automatically removed in the response. The link will be replaced with [link removed]. If you with to allow links to remain, such as links to your support pages or company website, include those domains in one of the following Email GateWay (EGW) configurations:
Name: EGW_ALLOWED_DOMAIN_NAMES Desc.: Specifies a list of domain names that will not be removed from outgoing service email. For example, oracle.com. Multiple entries are separated by commas. Default is blank. Name: EGW_ALLOWED_TOP_LEVEL_DOMAINS Desc.: Specifies a list of top-level domains that will not be removed from outgoing service email. For example, org, us, ca. Multiple entries are separated by commas. Default is blank.
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.
Cause:
The URLs added to auto responses are filtered as a protection against malicious links in spoofed emails. This feature may not be disabled but domains can be allowed with the above configuration.