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How can I review email messages that are discarded from our Oracle B2C Service mailbox and are not turned into incidents in our site?

Environment:

Mailboxes, E-mail Inbound, Techmail

Resolution:

Oracle B2C Service does not save customer email messages.  As emails are processed by the techmail utility, they are permanently deleted from the mailbox.  This includes emails that are rejected and are not turned into incidents.

Note: For more information on why email messages may be rejected, refer to Answer ID 2100: Some email messages are not being turned into incidents and Answer ID 5670: Techmail message filters explained

Even though messages are rejected from becoming incidents, you can receive a forwarded copy of these discarded emails. When configuring a mailbox in your site, the Send Rejected Messages To field allows you to specify an email address where to send a copy of discarded messages for that mailbox. 

The value in the Send Rejected Messages To field must be valid email address(es).  An original copy of all messages discarded by the application will be forwarded to this email address. If this field is null, the rejected messages are simply discarded and are not forwarded at all.

To have rejected messages sent to more than one mailbox, email addresses in the Send Rejected To field need to be separated by a semi-colon.

An enhancement has been added to versions 25A+ where rejected messages are received as an attachment with the subject "Techmail forward: message filtered". The attachment contains the original message content while the header data matches what is configured for your mailbox. These "Techmail forward" emails are sent to the Reject Address using the interface default service mailbox. This allows messages to be properly authenticated and optimizes the deliverability of rejected messages.

Restrictions on email addresses allowed in field:  The address entered in the Send Rejected Messages To field cannot be the reply-to address, From address, or POP account that is configured in ANY mailbox on your site.  You cannot forward the discarded emails to another configured mailbox on your site for processing. 

The address(es) that you put into this field must be a non-Oracle hosted email address.  Hosted mailboxes are only accessed by the techmail utility.

A different address can be used for each mailbox, or interface, or the same address for all mailboxes.  The number of discarded messages and types may determine the desired number of Reject addresses as well as specific business practices.  There is no specific recommendation on how many different email addresses to use for multiple mailboxes. 

To configure your mailbox to send rejected messages to a mailbox:

1. From the Configuration items, select Site Configuration > Mailboxes > Service Mailboxes.
   For an Outreach mailbox, select Configuration items > Site Configuration > Mailboxes > Outreach Mailboxes.
    
2. In the left frame, click on the mailbox to Open and Edit.
    
3. Click the Incoming Email button located on the ribbon.
    
4. Enter a valid email address in the Send Rejected Messages To field. If entering multiple email addresses, separate them with a semi-colon.
    
5. Click Save.

Repeat these steps for other mailboxes in your site and for other interfaces in your site.