Why are we getting an error when 'Send on Save' is selected when saving incidents?
Issue: Our agents are unable to send any responses due to the following error message: 'Send on save can be used only if the incident is associated with a valid mailbox. Please verify the mailbox associated to this incident or contact your administrator to verify the mailbox settings'.
This message is returned when the associated mailbox of the incident is not configured to allow Outbound emails.
To resolve this, you must either select a mailbox which has the 'Outgoing' feature enabled or enable the current mailbox to allow sending email responses:
a. The mailbox field on the Incident Standard workspace, can be found under the 'Details' tab. If, you are using a custom workspace, you might need to add the field from the Workspace Designer: Answer ID 2483: How do I configure a new workspace
b. Select Configuration from the navigation area > Site Configuration > Mailboxes: Answer ID 331: How do I set up a mailbox on our Oracle Service Cloud site?