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Configuration of Oracle-hosted Service and Outreach mailboxes
Answer ID 6354   |   Last Review Date 04/29/2019

How do I add or edit Oracle hosted Service mailboxes for version August 2013 and newer? 

Environment:

Versions August 2013 and newer, Configuration Assistant, VCIO 

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 like 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 or VCIO. Adding and configuring them for use with Oracle Service Cloud is done through Site Configuration > Mailboxes section in the Oracle Service Cloud 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 80 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 Service Cloud, 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 NOT received a welcome email then you can check the VCIO option.

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 plus sign next to the appropriate heading below to expand that section for viewing.

      Using Configuration Assistant for Oracle-managed Service mailboxes 

Through the Configuration Assistant, you are able to manage Service mailboxes on both production and upgrade sites.

1. To add an Oracle-managed service mailbox, begin by logging into Oracle Cloud My Services and go to the Configuration Assistant.

2. Once logged in, follow the instructions provided in the 'Managing Mailboxes' section of the Oracle Service Cloud Configuration Assistant Documentation.

3. To complete this mailbox setup, you will now have to add this mailbox from the console, Site Configuration > Mailboxes section. Refer to Answer ID 331: Setting up mailboxes in Oracle Service Cloud for more details.

      Using Configuration Assistant for Oracle-managed Outreach mailboxes 

1. To add an Oracle-managed outreach mailbox, start by logging into Oracle Cloud My Services and go to the Configuration Assistant.

2. After logging in, follow the step-by-step instructions provided in the 'Managing Mailboxes' section of the Oracle Service Cloud Configuration Assistant Documentation.

3. Once the mailbox is created, get the POP Server, POP Account, and Reply to Address information from Configuration Assistant and the Password that was sent via email.

4. To complete this mailbox setup, you will now have to add this mailbox from the console, Site Configuration > Mailboxes section. Refer to Answer ID 331: Setting up mailboxes in Oracle Service Cloud for more details.

      Using VCIO for Oracle-managed Service mailboxes  

The VCIO self-service tool allows you to add, edit and delete Oracle-Managed Service mailboxes. 

1. Login to VCIO with your support credentials (the same as cx.rightnow.com).

2. To see upgrade sites, click "Preferences" and uncheck "Show production channels only". Click "Save". This will allow you to edit mailboxes on upgrade and test sites.

3. From the Business panel, select the Mailboxes tab

           To enable or disable incoming mail from a mailbox 

1. Find the site and interface that the mailbox is attached. It may be necessary to resize The Site/Interface/Mailbox Name columns to see the complete Reply To column.

2. Click the "Choose Action" drop down (in the "I Want To..." column) and select Enable or Disable Incoming Mail.

3. Confirm the information and click Enable or Disable.

Note: While the mailbox is disabled, all emails sent to the mailbox will bounce back to the sender.

           To add a mailbox 

1. Click the New Mailbox button.

2. Select a site and interface for the mailbox. 

Note: A mailbox can only be added to one interface.

3. Enter the new mailbox name. This name will also be the email address of the mailbox at a @custhelp.com server.

4. Confirm the information and click Add.

           To delete a mailbox 

1. Find the site and interface that the mailbox is attached to. It may be necessary to resize The Site/Interface/Mailbox Name columns to see the complete Reply To column.

2. Click the "Choose Action" drop down (in the "I Want To..." column) and select Delete.

Note: All mail present in the mailbox will be lost upon deletion. Also, all mail sent to a deleted mailbox will bounce back to the sender.

3. Confirm the information and click Delete.

      Using VCIO for Oracle Outreach mailboxes 

Oracle-managed Outreach mailboxes cannot be created from VCIO. If you have not received a welcome email for the Oracle Cloud Portal service and Configuration Assistant, submit a service request to Ask Technical Support.


Before disabling or deleting any mailbox that accepts incoming email, it is important to ensure emails are not arriving from customers. Here are some tips to prevent loss of mail:

a. Work with other groups in your organization to understand how a mailbox is used and any impact from disabling or deleting the mailbox.

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 VCIO/Configuration Assistant you must also disable outgoing mail in the product. We do not allow hosted mailboxes to be enabled for outgoing only.