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Environment:
Mailbox configuration, all versions
Resolution:
We suggest that you always use the full domain name when setting mailbox Reply To and From addresses to a current hosted server address when using Oracle-hosted mailboxes. This applies to both Service and Outreach mailboxes. This also applies to any SMTP forwarding rules you may have for directing emails to Oracle-hosted mailboxes.
Examples:popaccount1@mailph.custhelp.compopaccount2@mailph.rnmk.compopaccount3@mailac.custhelp.compopaccount4@mailac.rnmk.compopaccount5@mailln.custhelp.compopaccount6@mailln.rnmk.compopaccount7@mailft.custhelp.compopaccount8@mailft.rmmk.compopaccount9@mailtn.custhelp.compopaccount10@mailtn.rnmk.compopaccount11@mailty.custhelp.compopaccount12@mailty.rnmk.compopaccount13@mailft.custhelp.compopaccount14@mailft.rnmk.compopaccount15@mailsp.custhelp.compopaccount16@mailsp.rnmk.compopaccount17@mailsd.custhelp.compopaccount18@mailsd.rnmk.compopaccount19@mailpi.custhelp.compopaccount20@mailpi.rnmk.compopaccount21@mailag.cx.usg.oraclecloud.com
We also suggest that you change any old data center names such as mailuk, mailgb, mailva, mailca, mailtr, mailmw, mailjp, mailfg to the name of your current pod name. Often times mailboxes are not reconfigured after a data center migration. You can find your pod name on the Site Information page. Make sure you are logged in to the Support Portal, select your site and any interface. The Data Center row provides the 2-letter pod designation to use for XX in the domain @mailXX.custhelp.com or @mailXX.rnmk.com for Commercial datacenters. US Government datacenter uses domain mailag.cx.usg.oraclecloud.com.
Cause:
While we do have redirects in place to handle mail sent to an address without a subdomain, such as @custhelp.com, it is not suggested to rely on those addresses. Always use the full name or mail may be directed to a data center that is in a different physical location than the one on which your site exists. Then the mail may be filtered by the default settings in the spam filter on that data center.