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Topic

    Bilal Maqsood
    Email Deletion POP ServiceAnswered
    Topic posted December 2, 2018 by Bilal MaqsoodSilver Medal: 2,000+ Points 
    25 Views, 7 Comments
    Title:
    Email Deletion POP Service
    Summary:
    Email gets deleted from inbox
    Content:

    Hello,

    We are using General Service Mailbox. Whenever techmail service pulls emails from outlook mailbox, emails goes to outlook's POP delete folder from inbox. Is there any way that we can keep all emails in our inbox rather than going to deleted folder?
     

    Version:
    Oracle Service Cloud 18B

    Best Comment

    Sebastiaan Draaisma

    Hi Bilal

    I always advice clients to create a rule on their mail server where they redirect (not forward) the message to the OSVC mailbox (this can be any OSVC service mailbox). This way the original sender is preserved and an identical copy stays on the clients mail server for backup.

    In OSVC I than use a business rule that looks into the email header and looks for the originl 'To' address and assign it the correct mailbox/queue i OSVC. This 'routing' rule would have to come very early in your sequence so that other rules responsible for question receipt, escalation etc receive the correct information. You would need 1 rule per mailbox/queue both at the client side and in OSVC.

    Comment

     

    • Sebastiaan Draaisma

      Hi Bilal

      I always advice clients to create a rule on their mail server where they redirect (not forward) the message to the OSVC mailbox (this can be any OSVC service mailbox). This way the original sender is preserved and an identical copy stays on the clients mail server for backup.

      In OSVC I than use a business rule that looks into the email header and looks for the originl 'To' address and assign it the correct mailbox/queue i OSVC. This 'routing' rule would have to come very early in your sequence so that other rules responsible for question receipt, escalation etc receive the correct information. You would need 1 rule per mailbox/queue both at the client side and in OSVC.

      • Bilal Maqsood

        Thanks Sebastiaan. I wanted to confirm it as I was not sure if this can be resolved after raising SR or not. But I see it only goes with redirect method.

      • Bilal Maqsood

        Hi Sebastiaan,

        Can you specify the rule you use for looking into email header.
        That would be helpful to avoid any conflict with other rules.

    • Sebastiaan Draaisma

      Sure, no problem :-)
      I always like to have one rule in the initial state that calls a function, this way it doesn't get cluttered and my rule log will give me a better representation.

      I personally give all rule names in the various states the state number as a prefix so I can have a better overview.
      For example, all rules in the initial state start with '1. ', this would make the rule look like: 1. Set Queue

      All rules in functions do not get this prefix from me, this way I can use an exception in my report that inserts an three structure icon, giving a better visulization of the function belonging to the rule.

      The function for me is called 'Set Queue' (without prefix)
      Within this function I have a rule for every queue. You can specify multiple mailboxes for a single queue in one rule if desired (as a regular expression within the email header condition)

      Below is an example of my setup (I left mailbox and queue empty in this example and these would be your OSVC mailbox and queue). I have also attached a copy of my custom rule log including the used icons. The effectiveness of the report relies strongly on how you name your rules and assumes you have a numbered prefix followed by a dot, followed by a space character '1. ' in your states but not in your functions. I do this for all my clients. It is especially useful when having many rules. It helps you to optimize an exsisting rule base and is great for troubleshooting.

      Depending on your message templates, you may want to have the 'Send receipt email' rule after the queue routing, this way conditional content based on queue would be set correctly.

       

      • Bilal Maqsood

        Thanks a lot for the tips. I will work on it.

      • Bilal Maqsood

        Hello Sebastiaan,

        I have a scenario that employee raises incident to @customer.com and it gets re-directed to @custhelp.com (Oracle Managed). So incident will be created and routed to agent. Further, response will be sent via custhelp.com, that means no fields such as Bounce address, friendly from and reply to are changed.
        In this case,
        1. We won't be needing DKIM in customer's DNS as I am not changing "friendly from" setting, just getting mails redirected to mailbox?
        2. No extra rule required for  "email header and looks for the originl 'To' address" ?

        What do you say about it? what further challenges could be faced in this scenario? 

    • Sebastiaan Draaisma

      Hi Bilal

      You can use the friendly from address @customer.com as every email gets redirected to @custhelp.com, so you can use this safely (you can test this behavior on your test site)

      I have to admit that I have no experience with DKIM so I don't know if a friendly from address will work with DKIM. If not, you can leave the friendly from address empty and just have the service mailbox name closely match the customer mailbox as to provide some familiarity towards the end-user and match message templates with the official site content.

      Depending on how many customer mailboxes you are expecting incomming mail for;

      • support@customer.com
      • financial@customer.com
      • hr@customer.com
      • etc

      You would still need (adviced) to create one rule per customer mailbox so you can assign incomming incidents to the right queue

      • support@customer.com => Support Queue
      • financial@customer.com => Financial Queue
      • hr@customer.com => HR Queue
      • etc

      This will balance workload for agents and might sometimes be required to avoid sensitive emails (HR/Financial) to end up at support. One colleague might have written a complaint about a work conflict and may not want to expose this to other colleagues. There might be other scenarios in which queue routing would be better than everything handled by 1st line.