How can we test non-Oracle hosted mailboxes on our upgrade/test site?
Oracle Service Cloud, All versions where customer has set up a non-Oracle hosted mailbox.
The techmail-s utility which is responsible for creating incidents works as follows:
It creates incidents, then deletes the e-mail from the mailbox.
From the description, you can understand that having the same mailbox on two utilities would need to work on a priority basis. Setting it this way would leave you without a way to see which e-mails have been created on the upgrade site, and which in production.
We have nothing against our customers testing their non-Oracle hosted mailboxes on the upgrade/test site. The only inconvenience is that you would need to set up a new mailbox and use it for testing purposes. Upon cutover, the settings from the production site will be carried over and the modifications to the upgrade site and business rules, will not go on to the upgraded-production site.
More information on how the utility works can be found in Answer ID 348: Utilities included with Oracle Service Cloud and Answer 2145: Testing email responses from the upgrade site.