System Admin and Configuration

Get Involved. Join the Conversation.

Topic

    Marissa Gonzales
    Oracle Rejecting Emails but Still creating IncidentAnswered
    Topic posted June 17, 2019 by Marissa GonzalesBlue Ribbon: 750+ Points 
    33 Views, 10 Comments
    Title:
    Oracle Rejecting Emails but Still creating Incident
    Summary:
    Oracle Rejecting Emails but Still creating Incident
    Content:

    We have incident rules in place to reject techmail if they have a certain contact, subject or thread...this is to avoid spam incidents being created.

    To monitor these rejected incidents, we use the "send rejected messages to" option.

    We are seeing techmails sent to this inbox, but the incident is still being created.  I do not see anyti8ng in the email itself that would cause it to generate a forward of the incident to the rejected mailbox.. 

    Has anyone ever seen this in the past and have a solution to correct?

    Best Comment

    Gursimran Singh Saini

    One reason could be that duplicate emails are landing in your Service Mailbox.

    First email creates an Incident.

    Second email gets discarded.

    Can you please compare complete Message Headers of both Incident and the Email in Rejected Mailbox?
    If the headers, timestamp, everything is exactly the same, then duplicate email is the issue.

    Comment

     

    • Mary Gilbert

      Add a second part to the "Then" statement of your business rule to not create the incident.

      See attached screenshot for reference.

      --Mary

      • Marissa Gonzales

        Sorry I was not clear.  We want the incident.  I just don't understand why oracle is sending the email top the reject email inbox when the incident is created.

    • Mary Gilbert
      Ok. Can you give more details about your current rule and an example of whats happening vs. What you expect? I'm just not 100% sure I understand.
      • Marissa Gonzales

        thank you for helping.

        We currently have rules in place, that if we receive an techmail from ABCD@mail.com then 

        Create incident
        Assign Queue
        Do not sent email receipt
        Stop Processing rules

        What is actually happening:

        Create incident
        Assign Queue
        Do not sent email receipt
        Stop Processing rules
        Oracle sends copy of techmail to our rejected messages email account.

        Why would oracle send a message to the rejected message account if the incident was not rejected?

         

        • Mary Gilbert

          OK, now I understand and agree that this is odd behavior.  Here are a few things that I would check:

          1. Check the rule log for one of the incidents.  Maybe it's hitting another rule that's causing the unwanted behavior.

          2. Check your "Addresses" value for your mailbox discard filters.

          3. Run the report called "Incoming Email Filter Details" for the email address in question.  If incoming messages are being filtered, you'll find the address in the report and the corresponding reason for the rejection.

          4. I agree that there could be duplicate messages coming from that address; some are being processed, and some are being rejected.

          Hopefully the above tips will help you determine the root cause and a solution.  I will gladly continue to help as much as I can.

          --Mary

    • Gursimran Singh Saini

      One reason could be that duplicate emails are landing in your Service Mailbox.

      First email creates an Incident.

      Second email gets discarded.

      Can you please compare complete Message Headers of both Incident and the Email in Rejected Mailbox?
      If the headers, timestamp, everything is exactly the same, then duplicate email is the issue.