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:

From: customer@customer.com

To: webform-processor@siebel.com

Subject: Query

[Severity]

1 - Critical

[Area]

Usage

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: Query

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 Request

The 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 Workflow

If 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

  1. In Siebel Tools Object Explorer, select the Workflow Processes object.
  2. In the Workflow Processes list, perform a query for eMail Response - Search Spec.
  3. In the Workflow Processes list, select eMail Response - Search Spec and click Revise.

    NOTE:  Make sure you click Revise before you attempt to modify a workflow process. You can modify a record only if it has a status of In Progress.

  4. In the Workflow Processes list, right-click eMail Response - Search Spec and choose Edit Workflow Process.

    The Business Process Designer appears.

  5. In the WF Process Props list, create a new process property called Priority in which to store the new field.
  6. Right-click the Extract SR Fields step and choose Show Input Arguments.
  7. In the Input Arguments list, create a new input argument with the following values:
    Input Argument
    Type
    Value

    Priority

    Literal

    [Priority]%s[

  8. Right-click the Extract SR Fields step and choose Show Output Arguments.
  9. In the Output Arguments list, create a new output argument with the following values:
    Property Name
    Type
    Output Argument

    Priority

    Output Argument

    Priority

  10. Right-click the Get Search Criteria step and choose Show Input Arguments.
  11. In the Input Arguments list, create a new input argument with the following values:
    Input Argument
    Type
    Property Name

    Priority

    Process Property

    Priority

  12. In the History Toolbar, click Back to return to Siebel Tools.
  13. In the Workflow Processes list, right-click eMail Response - Search Spec and choose Validate...
  14. In the Workflow Processes list, select eMail Response - Search Spec and click Deploy.
Siebel Email Response Administration Guide