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Setting Up Email Notification for Siebel eService

Using Siebel Workflow, you can define business rules that will automate your business processes and procedures. For example, you may want to send email notification to alert a customer when the status of an open service request is changed or when a solution has been associated with the service request by a Call Center agent. Another example would be escalating a service request that has been outstanding for longer than one week by sending an email notification to the Call Center manager.

Siebel eService provides four sample Workflow policies that will send email notifications to customers:

• Siebel eService Activity Policy. Send email when a new activity is added to a Service Request.
• Siebel eService Attachment Policy. Send email when a new file attachment is added to a Service Request.
• Siebel eService Registration Request Policy. Send email containing the UserID and Password.
• Siebel eService Service Request Update Policy. Send email whenever a Service Request Status gets updated.

These Workflow policies are samples that are shipped with Siebel eService. You may have to modify the Workflow Policy conditions to suit your business model.

NOTE:  In addition to performing the procedures below, you must enable Email Manager for these email notifications to work. For information about Email Manager, see Siebel Business Process Designer Administration Guide.

To set up email notification

1. From the application-level menu, choose View > Site Map > Server Administration > Component Groups.
2. Make sure the following component groups are enabled:
   • Communications Management
   • Workflow Management
3. Stop and restart your Siebel Server.

   Siebel Workflow Manager will now actively monitor your Workflow policies that are online and perform the appropriate actions. The actual sending of the email notification step will be executed by Siebel Communication Manager, which interfaces with your SMTP mail server.

4. From the application-level menu, choose View > Site Map > Business Process Administration > Workflow Policy Group.
5. In the Policies Groups list, select the eService Group record.

   The following policies appear in the Policies lists:

   • eService Activity Policy
   • eService Attachment Policy
   • eService Registration Request Policy
   • eService Service Request Update Policy
6. In the Policies list, verify that each record contains the following information:
   • An Activation field that is blank or contains a value that is not later than the date and time of your testing.
   • An Expiration field that is blank or contains a date and time that has not already passed.
7. From the application-level menu, choose View > Site Map > Contacts > All Contacts across Organizations.
8. Find a contact name and type an appropriate address in the Email field (for example, jdoe@yourcompany.com).
9. Click on the Contact record hyperlink, and then click the more/less button in the Contact form.
10. Click the Send Email Updates check box.

Once the component groups have been enabled and you have selected the contacts who will receive email updates, you need to change the parameters that generate triggers for the updates.

To change parameters that generate triggers

1. From the application-level menu, choose View > Site Map > Server Administration > Components.
2. In the Server Components list, find and select Generate Triggers.
3. Click the Component Parameters view tab.
4. From the Component Parameters list, change the following parameter values:
   • EXEC to TRUE.
   • SQLFlags to 1.
   • TraceFlags to 1.

After you change the parameters, you need to log into Server Manager and start the task for component Generate Triggers.

To start the task for component Generate Triggers

1. From the Command Prompt, log in to Server Manager, using the following structure:

   srvrmgr /e <enterprise name> /g <gateway server name> /u <database user name> /p <db passwd>

2. Start the task for component Generate Triggers, using the following command:

   srvrmgr> start task for comp GenTrig with Exec="TRUE", privuser="<Tableowner_name>", privuserpass="<Table_password>"

   NOTE:  Substitute the italicized <Tableowner_name> with your database table owner name, and <Table_password> with your database table password.

   For more details, see Siebel Business Process Designer Administration Guide.

3. From Server Manager, type the following:

   srvrmgr> list task for comp GenTrig

   NOTE:  Wait until the status of the GenTrig becomes completed before returning to the Call Center for the following step.

To change parameter for Workflow Monitor Agent

1. From the application-level menu, choose View > Site Map > Server Administration > Components.
2. In the Server Components list, find and select Workflow Monitor Agent.
3. Click the Component Parameters view tab.
4. From the Component Parameters list, change the following parameter values:
   • ActionInterval to 1.
   • Group Name to eService Group.
   • Actionagent to FALSE.
   • SQLFlags to 1.
   • TraceFlags to 1.

After you change the parameters, you need to log into Server Manager and start the task for component Workflow Monitor Agent.

To start the task for component Workflow Monitor Agent

1. From the Command Prompt, log in to Server Manager, using the following structure:

   srvrmgr /e <enterprise name> /g <gateway server name> /u <database user name> /p <db passwd>

2. Start the task for component Workflow Monitor Agent, using the following command:

   srvrmgr> start task for comp WorkMon with tableownpass='db2'

   NOTE:  The above example is for DB2UDB database. For Oracle, use tableownpass='<the table owner's name>'. For MS Sql, use tableownpass='MSSQL'.

3. From Server Manager, type the following:

   srvrmgr> list task for comp WorkMon

4. Log out of Server Manager and return to Siebel Call Center.

Adding Additional Contacts for Email Notification

After you have performed all the steps for setting up email notification, you can add additional contacts simply by selecting the Send Email Updates checkbox. You do not have to re-run Generate Triggers or stop and start the Workflow Monitor Agent task.

To add additional contacts for email notification

1. From the application-level menu, choose View > Site Map > Contacts > All Contacts across Organizations.
2. Find a contact name and type an appropriate address in the Email field (for example, jdoe@yourcompany.com).
3. Click on the Contact record hyperlink, and then click the more/less button in the Contact form.
4. Click the Send Email Updates check box.