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Using the eMail Response - Process Service Request Workflow

Structured or Web-form messages, which must be submitted in plain text, can be processed using the eMail Response - Process Service Request workflow. The eMail Response - Process Service Request workflow attempts to identify a contact record that matches the sender's email address and processes the messages by identifying a keyword at the beginning of the subject line of the inbound email message. The other words in the subject line are ignored. Figure 13 illustrates this process.

Figure 13.  eMail Response - Process Service Request

This section describes how to take advantage of the following features of this workflow process:

• Looking up Email By Organization (Workflow Decision Point).
• Getting a Subject Keyword (Workflow Step).
• Service Request Workflow Subprocesses.

  When a keyword is detected, eMail Response - Process Service Request workflow invokes one of the following workflow subprocesses:

  • Submitting a Subprocess (SR Submit Workflow). Creates a service request record in your database.
  • Querying a Subprocess (SR Query Workflow). Finds service request records in your database.
  • Updating a Subprocess (SR Update Workflow). Adds an update to a service request record in the form of an Activity associated with the SR.
  • Determining the Status of a Subprocess (SR Status Workflow). Requests the current status of the service request record.
  • Invoking a Help Subprocess (SR Help Workflow). Sends instructions for the supported keywords.

To set up the eMail Response - Process Service Request workflow, use this chapter, Completing Basic Setup Tasks and Siebel Business Process Designer Administration Guide.