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Status Subprocess

The eMail Response - Process Service Request workflow invokes the eMail Response - SR Status workflow when it detects the Status keyword as the first word in the Subject line of an incoming email. Figure 16 illustrates this process.

This workflow parses the subject of the email message for a service request number. It then sends the status of the service request in the subject line to the customer in an email message. If the workflow does not identify a service request, it sends an error message to the customer.

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

From: customer@customer.com
To: webform-processor@yourcompany.com
Subject: Status 2-1CR

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

From: webform-processor@yourcompany.com
To: customer@customer.com
Subject: RE: Status

The current status for service request number 2-1CR is:

Status: Open
Sub-Status: Assigned
Area: Network
Severity: 1-Critical
Abstract: Important issue