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Why did my email not create an incident in Oracle B2C Service?

Environment:

Oracle B2C Service, All versions 

Resolution:

When incidents are created or updated via email, the techmail utility is the one responsible for processing emails into new incidents or updating existing ones if it's the case. In order for the techmail utility to pick up these emails, the mailbox has to be enabled to process incoming emails (mailboxes section) and the techmail utility also has to be enabled. See Setting up Mailboxes in B2C Service for basic configurations.

There are three types of mailbox setups that are most commonly used and depending on the way the mailbox setup was performed the mail-flow can be different:

     1. Oracle hosted mailboxes where the email was sent directly to the '@custhelp.com' domain
     
     If you have sent an email directly to the Oracle managed mailbox to the '@custhelp.com' email address and an incident was not created, the email (as long as it was sent to the right email address) could have gotten filtered in the following places:
     
          I. The spam filter(before making it into the mailbox). See Answer ID 11713: Managing the new Spam Quarantine for instructions on how to search the Spam Quarantine.
          
          II. Filtered by the techmail utility for various reasons outlined in Techmail message filters explained. You can check the tm_filter_details table via the out of the box 'Incoming Email Filter Details' (report ID 227).
          
          III. In some cases, if the email sent was not actually a new email but rather a reply to an email sent from Oracle B2C Service (which contains a tracking string or a ref_no) an existing incident would get updated.
          For scenarios like this, checking the contact using the email address from where the email was sent could help you find which incident was updated instead of a new incident being created.

     2. Non oracle hosted mailbox
     
     If you have configured a mailbox that is not hosted on Oracle's servers then the emails will not reach the Oracle servers but rather the techmail utility will connect directly to your mailbox and pull these emails in order to process them.
     
          I. Any kind of troubleshooting for emails not reaching the mailbox will have to be performed by your mail server administrators/ IT team. As the mailbox is not hosted on our servers we have no means of checking these details.
          
          II. Filtered by the techmail utility for various reasons outlined in Techmail message filters explained. You can check the tm_filter_details table via the out of the box 'Incoming Email Filter Details' (report ID 227).
          
          III. In some cases, if the email sent was not actually a new email but rather a reply to an email sent from Oracle B2C Service (which contains a tracking string or a ref_no) an existing incident would get updated.
          For scenarios like this, checking the contact using the email address from where the email was sent could help you find which incident was updated instead of a new incident being created.
          
     3. Oracle hosted mailbox where emails are SMTP forwarded from a mailbox hosted on your mail server.
     
     In this scenario, the Oracle hosted mailbox will be using reply_to the email address of your hosted mailbox 'email_address@yourcomanydomain.com' (this is just an example email address). This would mean that any reply from your customers will first go through your mail server (to the reply_to email address) and after that, your mail server is the one that would be forwarding the message to the Oracle hosted mailbox.
     
          I. First check and make sure that the email was successfully forwarded by your mail server to the Oracle servers. You will need to reach out to your mail server administrator/IT team so they can check. If the email was received in the mailbox hosted on your server, it doesn't mean that it was also successfully forwarded. In order for the email to have been successfully sent/forwarded the SMTP logs from your mail server should also confirm that. A test that can be done in order to check if the issue is being caused by your mail server would be to send an email directly to the Oracle hosted mailbox (to the '@custhelp.com' email address).
          
      After the email gets forwarded to the Oracle servers, the flow is the same as in the first scenario.
          
          II. The spam filter(before making it into the mailbox). See Answer ID 11713: Managing the new Spam Quarantine for instructions on how to search the Spam Quarantine.
          
          III. Filtered by the techmail utility for various reasons outlined in Techmail message filters explained. You can check the tm_filter_details table via the out of the box 'Incoming Email Filter Details' (report ID 227).
          
          IV. In some cases, if the email sent was not actually a new email but rather a reply to an email sent from Oracle B2C Service(which contains a tracking string or a ref_no) an existing incident would get updated.
          For scenarios like this, checking the contact using the email address from where the email was sent could help you find which incident was updated instead of a new incident being created.

If after performing these checks, you were still unable to determine where the issue is, then you may wish to submit a service request to Ask Technical Support.