Siebel eMail integration : Part Five, Creating a Service Request from Email Body

Hello All,

In this post we shall be looking at more advance feature of creating a new record(Service Request in this case) by extracting data from incoming email.

The basic concept is same like in previous post , we will check the Subject and based on Subject call the specific workflow process.

Important Steps are,

• Reading Mail Body, we will use my favorite service, Inbound E-mail Manager, ParseText method 

ParseText, method reads the Field value in the format [Description]%s[ , i.e. it will extract the value in %s and that will be passes in a process property.

so like this we can get the values of the fields we require and save then in Process property.

• Now, once we have the values to enter for SR creation , we can either create any custom process or can use any vanilla BS like Inbound E-mail Database Operations to insert record in database.

• Now we need to send Notification mail to Requester with details of Service Request created for this we can use Siebel Outbound Communications Manager. We will require SR Id which we just created for this.

• Sample Acknowledgement Templates

Incoming Mail ,

Response Mail,

Templates can be customized as per user requirement, hope this was helpful..

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Siebel eMail integration : Part Three, Reading a Mail and sending reply

In this Post i will explain setup of Response Mail in reply to an incoming mail.

Goal : Configure a Template to return the user with the Help template listing the right steps of using the Functionality and correct template syntax.

We can use the Vanilla workflow eMail Response - Process Service Request for configuring this ..

Some Important BS used in the Process:

More details about the BS is available on Bookshelf

• First step is to read the workflow and understand what does we require from it, it contains certain validations and checks on Email , Organization.

• Extract the required fields using Workflow Utility BS, we require these fields for further processing.

Sender's Email

Subject

Body

Receiver's Profile

Time etc..

• Call Sub Process based on subject keyword, In this case we are calling HELP sub process to send us help template.

Finally define the action to be done in Sub Process.

Here we are sending back mail to the recipient from which we received mail. Refer this to understand how to send mail using workflows.

Working Sample Mails :

Incoming Mail: 

Response Mail :

Hope this was helpfull,,, keywords can be setup as per your choice... 

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