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How do I add or edit Oracle hosted Service mailboxes? 

Environment:

Oracle B2C Service, Configuration Assistant

Resolution:

Oracle-managed Service mailboxes are used for sending and receiving emails on incidents. They are hosted by Oracle and their email addresses usually have a @custhelp.com domain.

Oracle-managed Outreach mailboxes are used for sending outreach emails such as survey invitations and mailings. They are hosted by Oracle and their email addresses usually have a @rnmk.com domain.

NOTE: Non-Oracle hosted mailboxes (Service or Outreach) are not created or managed through Configuration Assistant. Adding and configuring them for use with Oracle B2C Service is done through Site Configuration > Mailboxes section in the Oracle B2C Service Console, but creating the mailboxes is not possible with the self-service tools mentioned here.

Before moving forward with creating these mailboxes, please note the following mailbox naming requirements:

1. It cannot exceed 255 characters
2. Cannot start with a number
3. Cannot contain consecutive underscores
4. Can only contain letters, digits, underscores, periods and dashes
5. Name must be unique. If you choose a name of an already existing mailbox within all of Oracle B2C Service, you will receive a notification stating so.
6. The following names are reserved: ['security', 'postmaster', 'webmaster', 'abuse', 'root', 'toor', 'operator', 'support', 'noc', 'notify', 'admin', 'administrator', 'system', 'questions', 'help', 'training', 'dmt', 'foo', 'proservices', 'hms', 'ums', 'pms', 'csi']

Important: If you have received a welcome email for the Oracle Cloud Portal service, then you must use the Configuration Assistant option to create, delete, enable or disable these mailboxes.

If you have questions regarding this service, please contact your account manager.

To manage the mailboxes hosted by Oracle, see the below instructions. Click the next to the appropriate heading below to expand that section for viewing.

      Using Configuration Assistant for Oracle-managed Service mailboxes 

      Using Configuration Assistant for Oracle-managed Outreach mailboxes 

 
Before disabling or deleting any mailbox that accepts incoming email, it is important to ensure emails are not arriving from customers. Deleting a mailbox is permanent and cannot be restored. Here are some tips to prevent loss of mail (also see Answer ID 12698: Best practices for disabling/deleting mailboxes):

a. Work with other groups in your organization to understand how a mailbox is used and any impact from disabling or deleting the mailbox.  A mailbox may be used in business rules, workspace rules, customizations, etc.  All areas should be reviewed thoroughly, particularly when deleting a mailbox since the mailbox name will not be visible in menus after it is deleted.

b. Create a report that shows incidents by the incidents.mailbox_id field. This will give an indication of when and if the mailbox was used for service.

c. Enable incoming mail on mailboxes that are set for only outgoing mail. This will allow the techmail utility to pull mail and create or update incidents. Since there may be old mail in the mailbox, it may be useful to first create a rule that moves incidents from the mailbox to a specific queue for isolation from other incidents.

Note: If you have disabled incoming mail in Configuration Assistant you must also disable outgoing mail in the product. We do not allow hosted mailboxes to be enabled for outgoing only. If the mailbox you would like to disable outgoing email for is the default mailbox for that interface, the checkbox will be grayed out and you will need to set another mailbox as the default one for that interface before being able to disable outgoing email for it.