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eMail Response - Create Activity Workflow

The eMail Response - Create Activity workflow creates activity records from inbound email messages. Agents review these activity records on the Communications screen.

To create activity records, the list of values for event status (EVENT_STATUS) must contain the following values at a minimum: Done, Cancelled, Queued, and In Progress. In Siebel Email Response, these minimum values and other values are included in the list of values for event status. If you inactivate any of these minimum values, then you cannot successfully create activity records.

The Create Activity step in the eMail Response - Process Message workflow calls this workflow as a subprocess. Figure 8 illustrates this workflow.

Figure 8. eMail Response - Create Activity Workflow

Workflow Description. This workflow performs the following actions:

1. Identify Language. This step performs a language detection process on the email message to identify the language of the inbound email message. The language is used to route the email message to an agent with the appropriate language skills.
2. Set Language Code. This step sets the language code for the identified language.
3. Get Parent Activity SR Owner Id. This step retrieves the ID for the owner of the service request if the email message is associated with a service request. Consequently, follow-up messages can be associated with the service request.
4. Has SR Owned By Id. This step determines of the service request has an ID for its owner.
5. Set Activity Owned By Id. If the service request has an ID for its owner, then this step sets the ID for the owner of the activity.
6. Lookup By Org? If the service request does not have an ID for its owner, then this step determines the value in the Lookup Sender By Organization process property.
7. Lookup by Sender. If the value in the Lookup Sender By Organization process property is N, then this step looks for a contact that matches the email address of the sender. For more information, see Lookup Sender Step.
8. Get Organization Id. If the value in the Lookup Sender By Organization process property is Y, then this step identifies the organization that is associated with the email profile (mailbox) in which the message is received. If you set up multiple organizations, then you can restrict the contact lookup to a specific organization. For more information, see Configuring Communications Drivers and Profiles for Email.
9. Lookup Sender By Org. This step looks for a contact who is a member of the organization identified in the Step 8.
10. Get Entitlement Id. This step calls the eMail Response - Get Entitlement Id workflow to retrieve the ID of the entitlement that is associated with the service request.
11. Has Entitlement Id? This step determines if the service request is associated with an ID for an entitlement.
12. Calculate Commit Time. If the service request is associated with an ID for an entitlement, then this step uses the entitlement to calculate the commit time for the service request.
13. Create Activity. This step creates an activity record for the email message.
14. Add Attachments. This step stores the original message and attachments as activity attachments in your Siebel database.
15. Is Real Time. This step determines if the activity is created in real time.
16. Update Event Table. This step updates the event table.