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Oracle Service Cloud virus scanning capabilities and email safeguards
Answer ID 92   |   Last Review Date 12/18/2018

What safeguards does Oracle Service Cloud have in place to protect the email system from abuse?

Environment:

Oracle Service Cloud, All versions

Resolution:

Oracle Service Cloud is making cloud computing safer.  Computer viruses present a constant threat and Oracle Service Cloud takes proactive measures to protect its customers from infected files.


Virus Scanning

Oracle Service Cloud Hosted Mailboxes: Customers have automatic virus filtering implemented for any mailbox hosted on Oracle Service Cloud servers. The policy that Oracle Service Cloud has put into place is:

  1. Any email that comes into our system that is detected as a virus will be rejected with a "550 Permanent Failure" message. In this scenario the mail server that attempted to send email to our systems will be responsible for notifying the originator of the email. 

  2. When we send the "550 Permanent Failure" message back to the previous mail server, we also send a notification email to your mailbox. This email contains who the message came from, what virus was detected, and the headers from the message. These messages will come from the "virusalert@custhelp.com" email address. If you do not wish to create incidents you may add "virusalert@custhelp.com" to your discard addresses.


Use of Nonhosted Mailboxes:
For customers using externally hosted mailboxes within Oracle Service Cloud, we recommend that these mailboxes have virus filtering implemented. Many times a virus infected email will block other mail from coming in and require that the virus infected email be removed before your other mail can be processed.

For a concise list, alphabetized by literal extension, refer to: http://www.isi.edu/in-notes/iana/assignments/media-types.

For more information on virus updates and Internet security issues, please visit the CERT® Coordination Center Web site at http://www.cert.org/.


Ask a Question Submittals and File Attachments: Customers have automatic virus filtering implemented for any file attachments sent to Oracle Service Cloud's cloud from Customer Portal, API or Chat.  Oracle Service Cloud tries hard to make positive and accurate attempts to eliminate infected files, but we can't guarantee we will catch everything.  For this reason, we suggest everyone also maintain their own antivirus protection and practice safe computing.

Cannot open attachment: If you have clicked on the attachment and the program fails to open the file, the file may have contained a virus.  Try opening the file with a text editor.  If there is a virus related note, keep reading.

How an infected file attachment be treated: If the incoming attachment is identified as infected, the infected file will be deleted.  Another file (with the identical original file name and extension) will be inserted containing a text phrase notifying you that the file was removed due to a detected virus.  Simply open the file with a text editor to view the text.  If you suspect the attachment file was misidentified as a virus, contact Oracle Service Cloud Technical Support for assistance.


Barracuda Email Filtering

Barracuda spam filtering is available for Service mailboxes hosted with Oracle Service Cloud. Oracle RightNow Outreach Cloud Service mailboxes are not eligible for Barracuda filtering.

For more information on the Barracuda spam filtering, refer to Answer ID 2345: Barracuda Spam filters on hosted Service mailboxes.


Additional Email Filtering

Oracle Service Cloud's techmail utility parses email and checks for a bulk precedence setting in the header of a message and will, by default, discard any messages matching this flag. Bulk precedence is a flag set on nearly all bulk mailing servers. As an Oracle Service Cloud customer, the Delete Bulk Message setting in your mailbox is enabled by default and is what controls this process. However, in rare instances, there may be originators of spam that have disabled this flag on their mail servers, therefore, such messages may come through.


In addition to the Delete Bulk Message feature, there are two discard options to assist in blocking file attachment types. Two distinct fields, Discard MIME Types and Discard File Types within the Service Mailbox configurations, allow you to specify types of files that will not be attached to an incident created from mail sent to the mailbox.

  1. Discard (Mime) Types: Enter a list of attachment type(s) you will not accept in MIME format (type/subtype). The major MIME types are application, audio, image, message, model, multipart, text, and video. Separate entries in the list with commas. An asterisk (*) can be used to match any characters. For example, to exclude MPEG video attachments, GIF images, and all audio formats, use: video/mpeg, image/gif, audio/* 

  2. Discard File Types: Enter a list of attachment type(s) you will not accept, based on the file name extension. Separate entries in the list with commas. Specific filenames can be specified, or an asterisk (*) can be used to match any characters. For example, to exclude all executable files, screen savers, and a script titled worm.vbs, use: *.exe, *.scr, worm.vbs, *.pif, *.doc, *.pi


For more information on configuring mailboxes in Oracle Service Cloud, refer to Answer ID 331: Setting up a Mailbox in Oracle Service Cloud.

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