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Auto Forward vs Auto Direct Emails to Oracle to create incident

Received Response
edited Jun 8, 2022 11:31AM in General Technical Discussions 3 comments


Auto Forward vs Auto Direct Emails to Oracle to create inciden


We have two email accounts that require an oracle incident be created.

Maibox 1 ([email protected]) is set up to auto forward email messaged from users to Oracle and Oracle receives the incident from the user sender vs the [email protected] mailbox and creates the incident under that users name.

Mailbox 2 ([email protected]) we manually forward emails to oracle.  Oracle receives the incident from the mailbox [email protected], not the original sender and creates the incident under [email protected] contact.

We would like Maiblox 2 to auto forward, but I am trying to find the answer or article that describes the difference between auto forward and auto direct emails so that I can get mailbox 2 set up correctly.

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