Recently a client was being flooded by incidents that looked like coming from a Chinese account, which was impacting the performance of their contact centre. They asked how could Oracle Service Cloud (OSvC) help them deal with this situation.
The resolution for something like this cannot be easier. You can create an incident business rule that looks into the email header, assesses the character set, and either prevents incident creation, or routes incidents created to a specific queue.
If “Incident.Email Header” matches regular expression “character set name”
Then “Do Not Create Incident” or “assign incident to specific queue”
The “Email Header” field contains a lot of information, including the character set of the email charset=[character set name]. A list of all character sets can be found in the web (for example, here).
It is important to note that for the “Email Header” option to display on the business rule field drop-down, configuration setting EGW_SAVE_EMAIL_HEADERS (found in folder RightNow Common > Service Modules > RightNow Email) must be enabled.