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Users receiving 'Send on save can be used only if the incident is associated with a valid mailbox...' when trying to send responses.
Answer ID 9914   |   Last Review Date 03/11/2019

Why are we getting an error when 'Send on Save' is selected when saving incidents?

Environment:

Emails, Mailboxes

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'.

Resolution:

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?