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Before I took over the system, the previous administrator set up a few email boxes in OSC. And we have certain email addresses being forwarded into them.
For example, an employee can email ABC@mycompany.com. That gets forwarded to the OSC emailbox ABC@custhelp.com and an OSC incident is created. When an agent replies to this incident, the employee gets an email from ABC@mycompany.com
However, I have replicated this process with a few new emailboxes that I set up, but the reply doesn't work the same.
So now we have XYZ@mycompany.com which gets forwarded to XYZ@custhelp.com. But when an agent replies, the employee is getting an email from XYZ@custhelp.com.
What am I missing here? Is there something more I can set up in OSC to change the email address?
Or is that something in my company Outlook system?
-Dave
Hi Dave.
You would need to set the Friendly from and Reply to address in your mailbox configuration settings (within OSVC)
Also: Make sure emails are not just being forwarded to OSVC but redirected.
Only with redirection the original senders address is kept.
Forward
customer@protonmail.com -> info@yourcompany.com -> info@custhelp.com
Result: Sender is info@yourcompany.com
Redirect
customer@protonmail.com -> info@yourcompany.com -> info@custhelp.com
Result: Sender is customer@protonmail.com
Perfect! That is exactly the nudge I needed. Thanks.
Hi Dave.
You would need to set the Friendly from and Reply to address in your mailbox configuration settings (within OSVC)
Also: Make sure emails are not just being forwarded to OSVC but redirected.
Only with redirection the original senders address is kept.
Forward
customer@protonmail.com -> info@yourcompany.com -> info@custhelp.com
Result: Sender is info@yourcompany.com
Redirect
customer@protonmail.com -> info@yourcompany.com -> info@custhelp.com
Result: Sender is customer@protonmail.com