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Query Subprocess

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

This workflow parses the body of the email message for a set of structured fields that it uses to find a set of matching service requests and sends an email message to the customer with a list of the matching service requests.

This workflow queries the Abstract, Area, Description, and Severity fields in the Mail Agent Service Request business component, but administrators can configure the workflow to query other fields in that business component. For more information about modifying this workflow to query other fields, see Adding Query Fields to the Search Spec Workflow.

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.

An example of an incoming Web-form Query message follows:

From: customer@example.com
To: webform-processor@example.com
Subject: Query

[Severity]
1 - Critical
[Area]
Usage

An example of a response that you might send to a customer follows:

From: webform-processor@example.com
To: customer@example.com
Subject: RE: Query

The following is a list of service requests that match your criteria. They appear 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