What is the intended use for cross-site email management?
August 2014 and newer releases, Cross-site email management
This implementation is meant to support two businesses, B-to-B, that use the Oracle Service Cloud product. The intention is not to support the transfer of an incident from one site to another.
Note: Both sites need to be running the August 2014+ version of Oracle Service Cloud for cross-site email management to work.
For this functionality to work, the originating email must come from a Oracle Service Cloud instance and that email needs to land in a mailbox that is popped by the techmail utility in another Oracle Service Cloud instance.
We have customers who use the product to track issues that they have logged as service requests with other companies. For instance, I run a global fashion company and need my shipments arriving on time to meet my distributor’s needs. I get a call saying the shipment didn't come in so I use my Oracle Service Cloud instance to create a ticket saying ‘what happened to the shipment?’. It is a bit odd because generally you would be going to the distributor’s site to log that ticket. However, the customer wants the full history of this interaction so they are using Oracle Service Cloud for outgoing incidents. In this case, the email address associated with this incident is going to be something like firstname.lastname@example.org. They create the incident and then send a response, when that email goes to that custhelp address, it just so happens that the shipping company also uses the Oracle Service Cloud product. So, it will create an incident in that instance of Oracle Service Cloud and the ‘contact’ will be the mailbox of the first Oracle Service Cloud site. At this point, when the shipping company sends a response, techmail on the fashion site will realize that the email came from a separate Oracle Service Cloud instance. In the past, we would have always created a new incident on every subsequent response. Now, there is a handshake between the two systems that keeps track of the separate reference numbers so the conversation remains in a single incident on both sites.
This exchange between two Oracle Service Cloud sites is considered a conversation and so each thread will contain the entire contents of every email exchange.