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Siebel Email Response Administration Guide > Setting Up Siebel Email Response Workflows > Using the eMail Response - Process Service Request Workflow > Querying a Subprocess (SR Query Workflow)The eMail Response - Process Service Request workflow invokes the eMail Response - SR Query workflow when the eMail Response - Process Service Request workflow detects the Query keyword as the first word in the Subject line of an incoming email. See Figure 16 for an illustration of this process. This preconfigured workflow parses the body of the email message for a set of structured fields that will be used to find a set of matching SRs. See the following example of an incoming Web-form Query message: To: webform-processor@siebel.com See the following example of a response that might be sent to a customer: From: webform-processor@siebel.com The following is a list of service requests that match your criteria. They are displayed in comma-delimited format. 2-1CR, 12:51 9/13/2001, Open, Assigned, Important issue 2-1CY, 12:51 9/15/2001, Closed, Closed, Very important issue Understanding how the SR Query Workflow Processes a RequestThe workflow process sends an email message to the customer with a list of matching SRs. This preconfigured workflow queries the Abstract, Area, Description, and Severity fields in the Mail Agent Service Request business component. Administrators can extend the workflow to query other fields. The eMail Response - SR Query workflow can be modified to query using other fields in the Service Request business component by making a few modifications to the eMail Response - SR Query and eMail Response - Search Spec workflows. NOTE: The Mail Agent Service Request business component and the Service Request business component are based on the same table. Therefore, they share some fields. Adding Query Fields to the Search Spec WorkflowIf you want to query using the Priority field, you should modify the eMail Response - Search Spec workflow. The following example describes the steps for modifying the eMail Response - Search Spec workflow. For additional information, see Siebel Business Process Designer Administration Guide. To add query fields to the Search Spec workflow
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Siebel Email Response Administration Guide |