10Mailbox Management

Mailboxes

You can add and edit mailboxes to your Oracle Service Cloud site, including Oracle-managed Service mailboxes.

Note: To ensure accurate processing of replies, inbound messages, and bounces, you must set up one mailbox for Service.
After you have created a new mailbox, you can disable it or delete it; but you cannot change any other attributes associated with the mailbox from the Configuration Assistant. If you want to change the mailbox name that is displayed to your customers, you can do so from the Service application. Mailbox configuration options available from Service include the following:
  • Brand your mailbox to match your organization’s brand identity
  • Define the bounce address that will be used as the return path for bounced emails
  • Define the display name you want to appear on outgoing messages as the sender

Add a Mailbox

If you are using the August 2013 release or later of Oracle Service Cloud Service, mailboxes are configured automatically as Oracle-managed Service mailboxes.

Additional mailbox configuration options are available in the Service application, including branding your mailbox and defining the bounce address and the display name.

To add a mailbox, follow the steps listed below:

  1. From the Configuration Assistant home page, click the Service site to which you want to add a mailbox.

    The Site Details page opens.
  2. Click Mailboxes and then click Create Mailbox.

    The Create Mailbox window opens.

    This figure shows the Create Mailbox window, in which you need to you provide information to create a mailbox.

  3. Complete the following field information:

    Table Create Mailbox Settings

    Field Description
    Mailbox name Enter the mailbox name in this field. The field is limited to 80 characters and cannot start with a number, contain spaces, or consecutive underscores. The name can contain only lowercase letters, numbers, underscores, periods, and dashes.

    Mailbox Type

    Select the mailbox type, Service or Outreach.
    Note: Service and Outreach mailboxes are used with Oracle Service Cloud applications. Outreach mailboxes need further manual configuration. See View details to configure outreach mailbox section for details.
    Enabled
    This read-only field is enabled by default.
    Note: You can disable this field by clearing the check box after the mailbox has been created. See To edit a mailbox.

    Interface

    Select the interface you want to associate the mailbox with.

  4. Click Create.

    You may need to click Refresh List to see your new mailbox display on the Mailboxes page. If the procedure to create a mailbox is successful, you will receive an email containing your new mailbox password.

View Mailbox Details

After you create a new mailbox, you can disable it or delete it; but you cannot change any other attributes associated with the mailbox from the Configuration Assistant..

Follow these steps to view details on configuring an Outreach mailbox
  1. From the Mailboxes page, click the menu icon next to the Mailbox Type label (Outreach) and select View Details.

    The View Mailbox Details window opens.
  2. Make a note of the details and then click OK.

  3. Go to the Mailboxes Configuration page to manually configure the Outreach mailbox with the given information.

Edit a Mailbox

You can add mailboxes and edit existing mailboxes to your Oracle Service Cloud site, including Oracle-managed Service mailboxes.

  1. From the Mailboxes page, click the menu icon next to the Mailbox Type label and select Edit.

    The Edit Mailbox window opens.
  2. To disable a mailbox, deselect the Enabled check box.

    Note: If you disable a mailbox, email sent to the address associated with the mailbox continues to accumulate. However, it is not delivered.
  3. To enable a mailbox, select the Enabled check box.

    Note: When you enable a mailbox, all emails that accumulated while this mailbox was disabled are delivered.
  4. Click Save.

    If successful, a message tells that your changes were made.
  5. Click OK.

    Note: The Configuration Assistant lets you edit only the mailbox’s Enabled check box. Additional mailbox configuration options are available in the Service application.

Delete a Mailbox

Deleting a mailbox is a permanent action.

If you delete a mailbox that is associated with an e-mail address your customers use, any e-mail sent to that address will be rejected and you will not receive it.
  1. From the Mailboxes page, click the icon next to the Mailbox Type label and select Delete.

  2. Click Yes to confirm the mailbox deletion.

    You may need to click Refresh List to remove the mailbox from the list of mailboxes that is displayed on the Mailboxes page.

Reset a Mailbox Password

You have the option to reset your mailbox password.

To reset mailbox password, follow the steps listed below:
  1. From the Mailboxes page, click the icon next to the Mailbox Type label and select Reset Password.

  2. Click Yes to confirm the mailbox password reset.

    If successful, a message tells you the password has been reset and a new one has been sent to your email address.
  3. Click OK.