[Campus Notice] Notice and Troubleshooting Guidance — Oracle Email Approval Issue

[UCR Information Technology Solutions]

Dear Support Team,

The Impact23 team recently identified an issue around Oracle email approval
which prevented some users from being able to approve Oracle purchase
orders (POs) and respond to other approval requests via email. This issue
was caused by conflicting email address data within the Oracle feed. This
issue has since been resolved by ITS.

What was the issue?

Oracle was configured to identify a user’s email address by netid at ucr.edu.
However, if the user attempted to approve a request through Microsoft
Outlook, Oracle rejected the action if the default “Reply from” email
address was first.last at ucr.edu, which the Oracle system did not recognize.

What solution was implemented?

To resolve the issue, ITS deployed the Oracle Cloud Financials (OCF) email
integration service. The service works to determine the appropriate “Send
as'' email address of potential OCF approvers depending on their primary
email platform.


   -

   Gmail - The service considers the user’s Gmail settings to determine the
   default “Send as” email address
   -

   Microsoft Outlook - The service uses the primary email alias (
   first.last at ucr.edu) as the default “Send as” email address
   -

   UNEX, BCOE, and SOM - The service assumes that the “Send as” email
   address is the same as the routing address (i.e., @medsch.ucr.edu, @
   engr.ucr.edu, etc.)
   -

   Other unique cases - The service uses netid at ucr.edu as the default “Send
   as” email address


How to assist users who may still experience the issue

The implemented solution should resolve the issue for the majority of
users. However, it is possible that it won’t capture all users. If you
receive a support ticket related to this issue, please direct the user to
log into their Oracle account and approve POs and other requests within the
application itself.



If a campus user is trying to take action on approval requests using their
personal email address, please remind them that campus users are prohibited
from using their personal email address to conduct university business.

To escalate tickets related to the Oracle email approval system, please
assign to the ITS Oracle Financials Support group (note that a child ticket
will need to be created if the incident came in as a Universal Request).

Sincerely,

Information Technology Solutions

University of California, Riverside

ITS.UCR.EDU <https://its.ucr.edu/>





*Please Note: This email account is not monitored by ITS staff. If you
require technical support, please take one of the following actions:*

   - Visit the ITS website at its.ucr.edu to find self-help articles,
   submit and track support tickets, request IT services, and more.
   - For live support, you can contact the BearHelp helpdesk during normal
   business hours (M-F, 8am-5pm) at 951-827-4848
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://lists.ucr.edu/pipermail/tech-bulletin/attachments/20230726/96230d97/attachment.html>