Purpose: This topic describes the required and optional setup for generating email notifications through Order Management System.
In this chapter:
• Email Setup within Order Management System
- HTML Email or Outbound Email XML Message?
• System Control Values Related to Email Generation
For more information: See Clearing the Cache for HTML Email Templates (CEML).
Purpose: Use Working with Admin Properties (CPRP) to set defaults for email generation within Order Management System Cloud Service.
Setting |
Description |
mail.host |
The name or IP address of the mail server. The mail server must be accessible by the Order Management System Cloud Service application server. |
mail.user |
A valid user ID with authority to log into the mail server. Required if the mail server requires authentication. |
mail.password |
The current password for the user ID. Required if the mail server requires authentication. |
mail.from |
The default “from” email address to use for system-generated emails if there is no address specified at the entity or company level. See “From” Email Address for a discussion. |
mail.debug |
Indicates whether to log error messages about email generation in the CWDirect Log. true = Log error messages about email generation in the log. false = Do not log error messages about email generation in the log. |
CWEmailOutQueue Name |
The output queue to use for emails. Output queues are displayed when you select the My Jobs option in Order Management System Cloud Service, where you can use them for filtering purposes. The default output queue is EMAIL. |
CWEMAIL_ TEMPLATE_ PATH |
The location of the folder containing the template files used to generate HTML-based emails. An example location is /domain/conf/OMSFiles/EmailTemplates/, where domain is the installed location of Order Management System Cloud Service. See HTML Format Notification Samples and Contents for more information. |
The list of email addresses to receive the Support Notification email when a job is placed in MSG status because an error has occurred, or System Alert email for other errors such as inconsistent system control value setup across companies. Separate each email address with a semi-colon (;), such as: email1@add.com;email2@add.com. Note: You cannot enter an email distribution list in this field. However, you can use an email program, such as Microsoft Outlook®, to create rules to send emails to a distribution list. See Order Management System Support Notifications for more information on error email processing. |
Email Setup within Order Management System
Overview: The email setup within Order Management System Cloud Service includes:
• HTML Email or Outbound Email XML Message?
Also, see System Control Values Related to Email Generation for information on related system control values.
Order type: You can generate or suppress the automatic generation of emails based on order type. The Email notification setting for the order type controls whether to automatically generate any emails. If this flag is not selected, the system does not automatically generate any emails related to orders of this type.
If the Email notification flag for the order type is selected, you also have the option to control the automatic generation of specific notifications for that order type. The notification types you can control by order type are:
• Backorder 1st Notice
• Backorder 2nd Notice
• Backorder Continue Notice
• C/C Credit Acknowledgment
• Order Cancel Confirmation
• Order Confirmation
• Order Line Cancel Confirmation
• Return Confirmation
• Soldout Confirmation
• Shipment Confirmation
If the Email notification flag for the order type is selected, the system automatically generates the following notification types if the customer and order are otherwise eligible. These additional notification types are:
• Credit Card Decline
• Loyalty Activate Notice
• Loyalty Deactivate Notice
• Maintenance Failure
• Membership Cancel Confirmation
• Store Pickup Notification
• Stored Value Card Notification
Note: The Email notification flag does not apply to emails generated for quotes except for soldout notifications, because the system does not automatically generate any other emails for a quote until you accept the quote by changing it to a different order type.
For more information: See the Order Type Email Selection Screen for a discussion.
About text templates: Email notification text templates supply the boilerplate text to appear in the email. Each template provides a means to include text both above and below detail information included in the email notice, such as items on the order; however, some email types, such as the purchase order, do not include detail information, so you would not normally include the text below.
Setup options: You can set up email notification text at the company or entity level for most notifications. You can also set up email notification text at the order type and entity/order type level for the order, shipment, order cancellation, and order line cancellation notifications.
Hierarchy: The system uses the following hierarchy in selecting the boilerplate text to include in email notifications:
1. Entity/Order Type: To set up boilerplate text at the entity/order type level, advance to the Entity Email Override by Order Type Screen and select the Create or Change for the email notification whose text you would like to edit. This option is available only for the order, shipment, order cancellation, or order line cancellation notifications.
2. Entity: To set up boilerplate text at the entity level, advance to the Work with Entity Email Overrides Screen and select Change for the email notification whose text you would like to edit.
3. Order Type: To set up boilerplate text at the order type level, advance to the Order Type Email Template Screen and select Change for the email notification whose text you would like to edit. This option is available only for the order, shipment, order cancellation, or order line cancellation notifications.
4. Company: To set up boilerplate text at the company level, use Working with E-Mail Notification Templates (WEMT) and select Change for the email notification whose text you would like to edit.
Note: The purchase order email and Oracle Retail Customer Engagement loyalty registration notification email do not have an order type, order type/entity or entity-level template, since these emails are not related to a specific order type or entity.
The system treats the text template entries at each level as a separate unit, and does not combine entries if you leave any text fields blank. For example, if you enter just the lines above the item fields in the entity template, but the company template also includes the lines below, the email includes just the entity-level text and does not include any text below the items.
About the “from” email address: The “from” address is the email address that appears to have generated the email. The system does not validate the format of the “from” email address, and it does not need to be an actual email address; however, using a working email address provides a means to track emails that are undeliverable.
Setup: You can specify “from” email addresses for different email notification types at the company, entity, or order type/entity level, and also specify a default email address in Working with Admin Properties (CPRP).
Selection hierarchy: The system uses the following hierarchy in selecting the “from” email address:
1. Entity/Order Type: If a From email address is specified at the Create Entity Order Type Template Screen for the email notification type in the related order type and entity, use this address. This option is available only for the order, shipment, order cancellation, or order line cancellation notifications. Otherwise,
2. Entity: If a From email address is specified at the Change Email Override Screen for the email notification type in the related entity, use this address; otherwise,
3. Company: If a From email address is specified through Working with Companies (WCMP), use this address; otherwise,
4. System: Use the from.email specified through Email Properties.
Note: The purchase order email and Oracle Retail Customer Engagement loyalty registration notification email do not include the option to specify a template or “from” email address at the entity level, since these emails are not specific to an entity.
Varying the “from” email address: Using a different “from” email address based on entity for notifications such as the loyalty membership activation or deactivation notice might be confusing to your customers if the same customers commonly place orders in multiple entities within your company. In this situation, the “from” email address on an activation or deactivation email might not match the entity where the customer places the majority of his or her orders.
For example, a customer might qualify for a loyalty membership based on orders placed in entity 1, and receive a loyalty activation notice using the “from” email address for this entity. Then the customer places an order in entity 2 that makes him eligible for a higher loyalty program. In this situation, it is possible for him to receive a deactivation notice for the first loyalty membership using the “from” email address from entity 1, and an activation notice for the second loyalty membership using the “from” email address from entity 2.
Not included in the CWEmailOut message: The “from” email address is not included in the Outbound Email XML Message (CWEmailOut).
HTML Email or Outbound Email XML Message?
XML only? Some of the screens you use to set up Email Text Templates also include the XML only? flag. This flag indicates whether to generate HTML-formatted emails or generic XML messages that you can route to a secondary email formatting utility.
Note: HTML formatting and generic XML messages are not available for the loyalty activation/deactivation, cancellation failure, or purchase order emails. These emails are sent as plain text.
Hierarchy: The system determines whether to generate an HTML email or the Outbound Email XML Message (CWEmailOut) by checking the XML only? flag using the hierarchy described above under Email Text Templates.
If the XML only? flag is selected for the template text selected through the hierarchy, the system generates the Outbound Email XML Message (CWEmailOut); otherwise, if this flag is not selected, the system generates the email in HTML format.
If no template text: If you have not set up template text at any of the levels listed above under Email Text Templates, the system checks the setting of the XML only? flag associated with the “from” email address for a notification type:
1. Entity/Order Type: If a From email address is specified at the Create Entity Order Type Template Screen for the email notification type in the related order type and entity, use the related setting of the XML only? flag; otherwise,
2. Entity: If a From email address is specified at the Change Email Override Screen for the email notification type in the related entity, use the related setting of the XML only? flag; otherwise,
3. The system uses the XML only? setting for the blank email template at the company level. Since you cannot set the XML only? flag for this template without entering text, the flag is normally unselected, so the system does not generate the Outbound Email XML Message (CWEmailOut).
For notifications available in HTML format, you need to define an HTML template to control the appearance of the email as well as the template text described under Email Text Templates. Setup includes:
• HTML program name: See System Control Values Related to Email Generation for a listing that includes each system control value you use to define an HTML template.
• Location of email templates: The CWEMAIL_TEMPLATE_PATH property indicates where the HTML email templates are located. For example, if the Order Acknowledgement Program (G50) is set to OrdConf, and the CWEMAIL_TEMPLATE_PATH property is set to /domain/conf/OMSFiles/EmailTemplates/, then the system uses the OrdConf.html file in this folder to generate the order confirmation email. See Email Properties for more information.
• Samples of HTML emails: See HTML Format Notification Samples and ContentsOrder Management System Cloud Service.
• Changing template content: If you change the content of an HTML email template and would like to begin using the new template without restarting Order Management System Cloud Service, you can use the Clearing the Cache for HTML Email Templates (CEML) option.
For more information: For more information on creating custom HTML email templates, contact your Order Management System Cloud Service representative.
System Control Values Related to Email Generation
Purpose: The system control values available to configure email notice generation are summarized below. See the description of each system control value for details.
Print programs for each email notification type:
• Backorder Notification E-Mail Program (G95): The base program is BONOTF.
• Contact Us Email Program (K54): The standard base program is CTUSNOTF.
• Credit Card Credit Acknowledgement E-Mail Program (H08): The standard base program is CCCNOTF.
• Credit Card Decline Email Program (K53): The standard base program is CDECLNOTF.
• Loyalty Membership Activation Notification Email Program (I82): The base program is OER1359.
• Loyalty Membership Deactivation Notification Program (I83): The base program is OER1361.
• Order Acknowledgement Program (G50): The standard base program is OrdConf.
• Order Maintenance Confirmation E-Mail Program (H12): The base program is OCFAILNOTF.
• Return Confirmation E-Mail Program (H53): The standard base program is RtnConf.
• Shipment Confirmation Program (G51): The standard base program is ShpConf.
• Soldout Notification E-Mail Program (G96): The base program is SONOTF.
• Stored Value Card Email Notification Program (I30): The standard base program is SVCNOTF.
• Quote Confirmation Email Program (K74): The standard base program is QUOCONF.
• Membership Cancellation Email Program (K77): The standard base program is MEMCANNOTF.
• Order Cancellation Email Program (K78): The standard base program is ORDCANNOTF.
• Order Line Cancellation Email Program (K79): The standard base program is ORDLCANOTF.
• Store Pickup Confirmation Email Program (L48): The standard base program is SPCONF.
• ORCE Loyalty Registration Notification Email Program (M10): The standard base program is LoyRegNotf.
Additional system control values related to email generation:
• E-Mail Order Confirmations for All Orders (H51): Controls whether the system sends an email confirmation when any order is accepted, or only when a customer on the web storefront accepts or maintains an order.
• E-Mail Shipment Confirmations for All Orders (H52): indicates whether all order shipments and return confirmations should generate email confirmations
• Write Outbound Email to Email Repository (H99): Controls whether to keep a record of email notifications you send to customers in the email repository.
• Email Purchase Order (K80): must be selected in order to send the purchase order by email.
• For both the order and order line cancellation emails, the cancel reason code used must not match the Cancel Reason Code to Suppress Email (L08).
• Suppress Order Confirmations for Orders in Error (K09): indicates whether the order API should generate order confirmations if an order it creates is in error, or to wait until you correct the order and accept and process the corrected order batch.
• Return Disposition Code to Exclude in ORCE Sales Feed (M22) defines the return disposition code assigned to return (credit) invoices that Order Management System Cloud Service excludes from the Oracle Retail Customer Engagement Sales Feed and suppresses a return confirmation when the Suppress refund field in the Order Payment Method table is Y.
• Send Shipment Confirmation from Billing (L98): defines whether the system generates shipment and return confirmations during billing.
Note: The Print Credit Card Credit Acknowledgments (C35) system control value does not control whether to email credit card credit acknowledgements. The system checks this value only if the customer would not receive an email notification.
Problem |
Possible Explanation or Solution |
The system is not generating any emails. |
• The server might be blocking emails. Ask your system administrator if the virus scanner is currently blocking port 25, as this block can prevent emails from being distributed. • Check your “Junk” email folder to make sure that the system is not flagging the email as junk. • To send emails, the Order Management System Cloud Service application server must be set up as an email server. • Use the Testing Email Generation (UEML) menu option to generate a test email. • The Outbound XML version for the EMAIL_OUT process needs to be set to the highest available version to generate certain emails (backorder, soldout, stored value card, quote confirmation), because the system uses the CWEmailOut message to generate HTML email notifications, and these notification types require information that was added to the CWEmailOut message in later versions. • Confirm that the email configuration described under Email Generation Setup has been completed on the server running the async jobs. • Confirm that the Email notification flag for the order type is selected and that the Send email flag at the Order Type Email Selection Screen is also selected. • Confirm that the XML only? flag for the email text template is not selected; if it is, the system generates the Outbound Email XML Message (CWEmailOut) rather than the actual email. See HTML Email or Outbound Email XML Message? |
You have replaced an HTML email template with new content or appearance, but Order Management System Cloud Service is still generating emails using the old HTML template |
Use Clearing the Cache for HTML Email Templates (CEML) to update the HTML template in the cache. |
