Siebel Email Response Administration Guide > Setting Up Siebel Email Response Workflows > Using the eMail Response - Process Service Request Workflow >

Updating a Subprocess (SR Update Workflow)

The eMail Response - Process Service Request workflow invokes the eMail Response - SR Update workflow when the eMail Response - Process Service Request workflow detects the Update keyword as the first word in the Subject line of an incoming email.

See the following example of an incoming Web-form Update message:

From: customer@customer.com

To: webform-processor@siebel.com

Subject: Update 2-1CR

Here is the update to my service request.

See the following example of a response that might be sent to a customer:

From: webform-processor@siebel.com

To: customer@customer.com

Subject: RE: Update

Your update has been submitted successfully.

This workflow parses the subject of the email message looking for an SR number. If workflow finds an SR number, the workflow process creates an activity record containing the contents of the email message and associates the record with the SR. If a customer sends an email to update the SR and the email contains an attachment, the attachment will be associated with the SR record.

Siebel Email Response sends an email message notifying the customer that the update has been received. If the workflow does not identify an SR, it sends an error message to the customer.