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Looking up Email By Organization (Workflow Decision Point)

When an email message is received, the eMail Response - Process Service Request workflow attempts to identify a contact record that matches the sender's email address. This lookup capability operates in two different ways, depending on the value in the Lookup Sender By Organization process property.

By default, the workflow looks for a contact that matches the email address of the sender. If you change the Lookup Sender By Organization process property to Y, the following events occur:

• The workflow identifies the organization that is associated with the email profile (mailbox) in which the message is received. For more information, see Completing Basic Setup Tasks.
• The workflow looks for a contact that is a member of that organization.

Figure 21 illustrates this process.

Figure 21.  Lookup By Org