What are the reasons why techmail will filter an email message?
Oracle Service Cloud, Techmail
There are various reasons why an incoming email message could be filtered. The Incoming Email Filter Details report (Public Reports > Service > Email Reports (ID 227)) can help you troubleshoot why certain emails are being filtered out or rejected by Techmail. This report lists every email filtered out or rejected in the past twenty-four hours.
Please see the various filtering methods techmail uses and the causes below to assist you in your troubleshooting.
Check to see if the mailbox is configured to delete returned messages. If a message is returned, check to make sure that the contact's email_invalid, email_alt1_invalid or email_alt2_invalid fields have not been set to Yes.
Occurs if sender's From or Reply-to address is longer than 80 characters or does not match a valid email format. Refer to Answer ID 6381: Email address limitation
Check to see if the From address of the message matches any value(s) set in the Discard Addresses filter. This exists also in the mailboxes.discard_email field.
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:
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.
1 - Updating an incident by email is allowed from any email address only if the originating message includes a tracking string indicating a match to the site and incident in question. If a ref_no exists in the subject but no tracking information is found, then an incident will be created if EGW_UPDATE_BY_CREATE is set to 1.
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 (that is, the primary or alternate email addresses).
Default is 2.
In August 2017 and earlier: If EGW_SECURE_UPDATE_ENABLED is set to Yes and the From address of the message does not match the email address of the contact record associated to the incident, the message will be filtered.
*Note: If EGW_UPDATE_BY_CREATE is enabled in conjunction with EGW_SECURE_UPDATE_ENABLED, the incoming email that does not match the email address associated to the incident will not be blocked completely, but it will create a separate incident.
IF EGW_LOOP_PREVENT_ENABLED is set to Yes and the Reply-To address of the message matches the Reply-To, From, Friendly From address of ANY mailbox configured in their site, it will be filtered.
Sender address - BCC
An email reply sent from a recipient that was included in the BCC field for an incident response. In this case, they will get filtered and sent a 'Request Denied' message.
Sender is our own mailbox
Any email where the reply-to email address matches the reply-to email address of any mailbox in Oracle Service Cloud will be discarded and no incident will be created. In this way, the mailbox deletes any messages from itself. This is controlled by the EGW_LOOP_PREVENT_ENABLED configuration. Please note, while this can be turned off it is not recommended since this is a guard against serious email loops. Email loops can break the techmail utility and halt all messages until the underlying cause is addressed.
Check the mailbox configuration and the Discard Headers filter. If something contained within the message header matches an entry in the Discard Headers filter, the message will be filtered. Items should be return delimited.
Check the mailbox configuration and the Discard Subject filters. If something contained within the subject of the message matches an entry in the Discard Subjects filter, the message will be filtered. Items should be return delimited.
Check the mailbox configuration and the Discard Body filters. If something contained within the body of the message matches an entry in the Discard Body filter, the message will be filtered. Items should be return delimited.
This will occur when two conditions are met. The header of the message will have the Content-Type Precedence set to "Bulk", "Junk" or "List" AND the mailbox is configured to "Delete Bulk Messages." The issue can be resolved by either unchecking the "Delete Bulk Messages" box within the mailbox configuration, or have the customer work with their mail administrator to remove the "Bulk" precedence being set for their messages.
This will occur based on the "Discard Automatic Responses" value set within the mailbox's configuration matches. This can be set to Off, Conservative, Moderate or Aggressive and the values are set in the corresponding configuration values. Note, there is a separate configuration value for the header and body portion of the message.
Conservative - EGW_AR_CONS_BODY_FLTR, EGW_AR_CONS_HEAD_FLTR
Moderate - EGW_AR_MODR_BODY_FLTR, EGW_AR_MODR_HEAD_FLTR
Aggressive - EGW_AR_AGGR_BODY_FLTR, EGW_AR_AGGR_HEAD_FLTR
This can also occur via the EGW_MAX_PER_ADDRESS configuration.The EGW_MAX_PER_ADDRESS setting specifies the maximum number of emails that will be accepted from an individual email address within the time period specified in the EGW_MAX_MSG_DURATION setting. This is used to identify and stop auto-responder email loops. Setting EGW_MAX_PER_ADDRESS to 0 disables the email loop detection. The default value is 23.
Note: These configuration settings are set at the per interface level. However, they function as the maximum per mailbox associated to the interface the configurations are set.
To help illustrate the 'per mailbox' functionality:
- If a contact is sending 25 emails to the same mailbox (mailbox_id 1) within 12 hours, only 23 incidents will be created and the last 2 messages will be discarded;
- If a contact is sending 33 emails to 3 different mailboxes (10 emails to mailbox_id 1, 11 emails to mailbox_id 2 and 12 emails to mailbox_id 3) 33 incidents will be created and no email will be discarded.
A duplicate email will be filtered when any email having the same date within four hours, from email addresses (i.e. Sent to the same mailbox from the same sender), subject, and body as an existing incident is found. This is controlled by the EGW_DISCARD_DUPLICATE_ENABLED configuration setting.
NOTE: Beginning in the May 2015 release, the file attachment name, type, and size is also considered when processing potential duplicate messages. Starting in this version, the specific mailbox is now ignored, so a message can be sent to multiple configured mailboxes within the site and be considered a duplicate.
- Two messages with the same from, subject, content, and file attachment. This should cause duplicate to be discarded.
- Two messages with the same from, subject, content, but for the file attachment, name them identically but be sure the sizes vary (easiest with text or word files, make one very long). This should not be considered a duplicate and should create two incidents in the system.
- Two messages with the same from, subject, content, and file attachment sent to two different mailboxes that exist within the same site. This should cause a duplicate to be discarded.
Check the contact record and make sure the record is not Disabled. Check contacts.disabled field. If the contact is disabled, the message will be filtered.
Bad reply format
If EGW_REPLY_BETWEEN_ENABLED=1 AND mailbox configuration “Force Reply Between Lines" is enabled, then the message did not contain the content between the lines correctly and the message will be filtered.
The REPLY_BEGIN_MSG and REPLY_END_MSG message bases define the top and bottom of reply area. Check these configurations along with the message to ensure:
-Reply strings are not getting truncated
-Reply strings match the message base for the interface
-There are no extraneous characters or HTML formatting being added
Check to see if the customer's site requires an SLA be applied to a contact and/or organization in order to receive service. If so and the contact and/or organization does not have an SLA applied, the message will be filtered.
Check the EGW_AUTO_CONT_CREATE and EGW_AUTO_CONT_CREATE_MA configuration settings. If either of these are not enabled, and the contact record does not already exist, the message will be filtered.
This is caused when an incident rule has specifically prevented the creation of the incident with the rule action of Do Not Create incident. Search for all rules with an action of Do Not Create incident.
S/MIME signature and S/MIME decryption
This is caused when the mailbox is configured for S/MIME and the message does not match the pre-loaded root certificates or certificates which have been added through the File Manager. Check the mailbox configuration settings related to S/MIME and/or the "Additional root certificates" directory in the File Manager.
When the email came from postmaster or mailer daemon.
When the email is a marketing unsubscribe email.
When the email is a social self-service response which is a response to a question.
Other Database/From different DB
The tracking string in the outgoing message contains site information along with incident, or mailing details. If the message string does not match the site in which the message is being sent to, it will be filtered.