Email authentication changes in email delivery from OFS (Doc ID 3000336.1)

Last updated on JANUARY 31, 2024

Applies to:

Details

From receiving important notifications to communicating with your customers, email is an important part of any business. Oracle Field Service lets you send emails to your customers, containing the information you define and triggered by the events you specify. The Message Scenarios in OFS help to meet these business needs related to email communications. This page includes information related to upcoming changes in the way some email providers, such as Google and Yahoo, will enforce their email authentication policy for incoming emails, and how to be prepared.

The sender email is your customer-facing address, it's the address that is associated with the automatic notification emails that they receive from OFS. In a Message step in OFS, you can configure this email address using the Reply address field within the Message Step configuration:

Starting on February 2024 some email providers, such as Google and Yahoo, will enforce their email authentication policy for incoming emails. Failing to meet these requirements may result in emails being labeled as Spam or rejected, preventing your valued customers from receiving vital updates and information from OFS.

If you use any of the OFS standard domains, such as fs.ocs.oraclecloud.com and etadirect.com in the 'Reply address' field of your message steps, your customers will receive emails seamlessly. These domains are registered in compliance with email authentication policies.

However, please be aware that if you are sending messages to email servers enforcing the authentication policies using your company's own domain or non-existent domains within the 'Reply address' field of the message step, the notifications may not be successfully delivered to your customers. To avoid any potential impact, we highly recommend thoroughly reviewing and updating the domain configuration to align with those currently supported by the OFS product.

Actions

Please ensure that you do not use non-supported domains in the "Reply address" field in any of the messages steps configured in your environment. If you identify any, please update the reply address to an address within our supported standard domains: fs.ocs.oraclecloud.com or etadirect.com.

Take a look at the image on the left, it is an example of an invalid domain used when configuring a message step. On the right, you can see a correctly configured message step sample:

Frequently Asked Questions (FAQ)

Our environments use the domain fs.ocs.oraclecloud.com, what domain should I use in the Reply Address field in this case?

We strongly suggest to use the domain fs.ocs.oraclecloud.com. The domain etadirect.com is also valid and you could use it, but we currently support it for legacy customers and it could be removed in the future.

Our environments use the domain etadirect.com, what domain should I use in the Reply Address field in this case?

You can continue using etadirect.com if preferred, however we strongly suggest to use the domain fs.ocs.oraclecloud.com in your message steps as this is the standard domain which we will continue supporting in the future.

We use our own custom domain in the Reply address in message steps. Can we be affected?

If you generate emails from OFS to destination email servers that enforce email authentication, there is a possibility of rejection or marking as spam. To avoid this, we recommend using the domain fs.ocs.oraclecloud.com in the Reply Address field.

Where can I find additional information about the authentication policies email providers will be enforcing?

You can find more information for these email providers:

- Google

- Yahoo 

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