Oracle Fusion Email Mapping Made Easy: Connect External Emails with Internal Users, Workflows, and Contacts

 

Mapping an external email ID (e.g., customer/vendor Gmail or Outlook) to an internal email address (Fusion user or service mailbox) in Oracle Fusion Applications (Cloud ERP, HCM, CX, etc.) depends on what you’re trying to achieve — and there are 3 main use cases. Below is a complete explanation for each:

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🔁 1. Map External Email to Internal User (For Workflow Notifications)

If you want emails sent to an external address to be treated as if sent to an internal Fusion user (for example, workflow notifications, approvals, or alerts), you must link that external email to the Fusion user account.

✅ Steps:

1. Login to Oracle Fusion as an admin.

2. Navigate to:

   Navigator > Tools > Security Console > Users
   

3. Search for the user you want to map.

4. Click Edit User Account.

5. In the Email field, update it to the external email ID (e.g., vendor@gmail.com or customer@company.com).

6. Save and Refresh User Account.

🔎 Result:

• Workflow notifications, reports, and alerts will now be sent to the external email ID.

• Fusion treats that email as the official address for the internal user.

✅ Use case examples:

• Approval notifications to a vendor’s email.

• Alerts sent to a partner or third-party mailbox.

⚠️ Note: This method is direct and works best if the external party has a Fusion user account (even a “read-only” or “notification-only” user).

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📬 2. Use Email Aliasing / Routing for Inbound Communication (Service or Support Mailboxes)

If you want external emails (e.g., support@external.com) to route into internal mailboxes (like fusion_service@yourcompany.com) — for example, for Oracle Fusion Service (B2B/CX) cases or supplier portal communication — you need to configure email routing/aliasing at the mail server level or in Oracle Service setup.

✅ Approach A: At Mail Server Level (Recommended)

• In your company’s email system (e.g., Microsoft 365 or Google Workspace), set up a mail alias or forwarding rule:

  • support@external.com → forwards to fusion_service@yourcompany.com

This way, Oracle sees the mail as delivered internally, but external parties can continue using their own domain.

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✅ Approach B: Using Fusion Service Email Channel (For CX or Service Cloud)

If you’re using Oracle Fusion Service (part of CX apps) and want to receive customer emails into service requests, follow this:

1. Go to:

   Setup and Maintenance > Manage Service Requests > Communication Channels
   

2. Add a new email channel:

   • Channel Name: Support Inbox

   • External Email: support@external.com

   • Internal Service Mailbox: fusion_service@yourcompany.com

3. Configure your mail server to forward or alias from the external email to the service mailbox.

4. Enable auto-creation of service requests on incoming mail if needed.

📨 Result: Emails from external users will create or update tickets within Fusion automatically.

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📁 3. Map External Emails to Supplier / Customer Contacts (For AP / AR / Procurement)

If your need is to map external emails to specific entities (like supplier, customer, or contact person) for communication or document delivery (POs, invoices, etc.):

✅ Steps:

For Supplier Email (Procurement):

1. Go to:

   Procurement > Suppliers
   

2. Edit the supplier.

3. Under Contacts, add or update the Email Address with the external email.

For Customer Email (Receivables):

1. Go to:

   Receivables > Customers > Manage Customers
   

2. Add a Contact with the external email address.

📨 Result:

• POs, invoices, dunning letters, or any automated communications will go directly to those external emails, but internally they’re still associated with the supplier/customer record.

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📊 Summary Table – Choose Based on Scenario

Scenario	Where to Configure	How It Works	Best Use Case
Workflow notifications to external	Security Console > Users	Update email on user account	Approvals, alerts
External → Internal routing	Mail server alias or Service Channel	Forward external to internal mailbox	Service requests, ticketing
External contact email for business docs	Supplier / Customer > Contacts	Save email as contact info	PO, invoice, AR comms

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💡 Best Practice Tips

• 🔐 Always create a “notification-only” user in Fusion if the external user doesn’t need login access but should receive notifications.

• 📫 Ensure SPF/DKIM settings are correct if you’re forwarding emails into Oracle Service Cloud to avoid delivery issues.

• 🛠️ For automation or integrations, consider using Oracle Integration Cloud (OIC) to map or transform email data.