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Submitting a Subprocess (SR Submit Workflow)

The eMail Response - Process Service Request workflow invokes the eMail Response - SR Submit workflow when the eMail Response - Process Service Request workflow detects the Submit keyword as the first word in the Subject line of an incoming email. See Figure 23 for an illustration of this process. This workflow parses the body of the email message looking for a set of structured fields which will be used to create the SR.

Figure 23. Process Service Request Subprocesses

The preconfigured workflow is designed to work with the Abstract, Area, Description, and Severity fields in the Mail Agent Service Request business component, but the workflow can be configured to work with other fields in that business component.

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.

For more information on extending the Mail Agent Service Request business component, see Using Siebel Tools.

Understanding the Submit Subprocess

After parsing the email message, the workflow looks for an entitlement record, using the Get Entitlement ID subprocess, and calculates a commit time for the SR. For more information, see Creating an Activity (Workflow Subprocess).

The workflow creates a new service record, adds attachments that were received with the incoming email message to the SR, and notifies the sender that an SR has been created.

See the following example of an incoming Web-form Submit message:

From: customer@customer.com

To: webform-processor@yourcompany.com

Subject: Submit

[Severity]

1 - Critical

[Area]

Usage

The eMail Response - Process Service Request workflow generates a service request, stores it in your database, and sends a notification to the customer confirming that the message was received.

See the following example of a response that might be sent to a customer:

From: webform-processor@yourcompany.com

To: customer@customer.com

Subject:

Your email has been received.

Your reference number is 2-1CR. Please use the number for future reference.

Parsing for Fields in Incoming Email

The eMail Response - SR Submit workflow can be modified to process other keywords in the Service Request business component by making a few modifications to the eMail Response - SR Submit workflow.

Identify the additional fields that you would like to parse from incoming email and locate them in the Service Request business component. In the following example, you want to look for the Priority field. Verify that the field is available in the Mail Agent Service Request business component. If the field is not in the business component, see Using Siebel Tools for information about extending the Mail Agent Service Request business component. For additional information, see Siebel Business Process Designer Administration Guide.

To parse for other fields in email

1. In Siebel Tools Object Explorer , select the Workflow Processes object.
2. In the Workflow Processes list, perform a query for eMail Response - SR Submit.
3. In the Workflow Processes list, select eMail Response - SR Submit 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 on eMail Response - SR Submit and choose Edit Workflow Process.

   The Business Process Designer appears.

5. Right-click the Extract SR Fields step and choose Show Input Arguments.
6. In the Input Argument list, create a new input argument with the values contained in the following table.

   Input Argument	Type	Value
   Priority	Literal	[Priority]%s[

7. Right-click the Extract SR Fields step and choose Show Output Arguments.
8. Create a new output argument with the values contained in the following table.

   Property Name	Type	Output Argument
   Priority	Output Argument	Priority

9. Right-click the Create Service Request business service step and choose Show Input Arguments.
10. In the Input Arguments list add a new input argument with the values contained in the following table.

    Input Argument	Type	Property Name
    Priority	Process Property	Priority

11. In the History Toolbar, click Back to return to Siebel Tools.
12. In the Workflow Processes list, right-click eMail Response - SR Submit and choose Validate...
13. In the Workflow Processes list, select eMail Response - SR Submit and click Deploy.