Bookshelf v7.5: Authenticating a Sender's Email Address Using Employee Email Address

Siebel eMail Response Administration Guide > Completing Advanced Setup Tasks > Authenticating the Email Sender's Email Address in eMail Response >

Authenticating a Sender's Email Address Using Employee Email Address

In this scenario returning the Account Id value would not be useful. Therefore, the user might want to change the Value Fields argument to Id. This would return the row ID of the Employee who will have access. You might decide to use the value in the workflow to set the Owner Id field of the service request record.

Before changing any workflow, make sure you are familiar with procedures and guidelines in Siebel Business Process Designer Administration Guide.

Performing the following tasks is one way to customize the workflow to authenticate the inbound email sender's address:

Changing the Lookup Sender Step to Capture Alternate Email Address

Changing Related Workflows and Subprocesses

Changing the Lookup Sender Step to Capture Alternate Email Address

If a business requires that employees be authenticated using email, you can modify the Lookup Sender step input arguments by setting the Business Object equal to Employee, the Business Component equal to Employee, and the Query Field equal to EMail Addr (the field in the Employee business component that stores the email address).

To change the Lookup Sender step to find the employee email address

From the application-level menu, choose View > Site Map > Business Process Administration > Workflow Processes.

Select the active eMail Response - Process Service Request workflow.

If it is not active, then select the eMail Response - In Progress or the eMail Response - Inactive version of the workflow.

Click the Revise button to allow updates to the workflow process.

Click the Process Designer view tab and double-click the Lookup Sender step in the workflow process graphic.

Change the following fields:

Select the Business Object input argument and change the value to Employee.

Select the Business Component input argument and change the value to Employee.

Select the Email Address input argument and change the value to EMail Addr.

Select the Query Fields input argument and change the value to EMail Addr.

Select the Value Fields input argument and change the value to Id.

Delete the Account Id output argument.

To recapture the account ID, see Recapturing the Account ID (Optional)-Example.

Click Return to Designer and click the Process Properties view tab.

In the Process Properties list, create a new process property called Employee Id and change the value in the Data Type field to String.

Click the Process Designer view tab and double-click the Lookup Sender step.

Modify the Contact Id output argument and set the Name to Employee Id instead of Contact Id.

Changing Related Workflows and Subprocesses

Having changed the Lookup Sender step, you must also change other steps in the eMail Response - Process Service Request workflow and any of its subprocesses that use the Employee Id process property value. In this scenario, you need to make sure that you set the appropriate fields in the Service Request or Activity records so that they use the row ID of the employee record found by the Lookup Sender step.

For the outbound acknowledgement email, the preconfigured workflow uses an email template that assumes the contact ID is assigned to the service request record. In this example, we modified the Lookup Sender step of the workflow to assign the employee ID. To prevent the acknowledgement step in the eMail Response - SR Submit workflow process from failing, change the acknowledgement to use a template that uses the Service Request Owner recipient group or assign the contact ID to the Service Request record.

Refer to the following steps for an example of how to set up an employee ID in a subprocess workflow:

Add a process property to the eMail Response - SR Submit workflow process called Employee Id.

Add an input argument to the Submit Sub Process step of the eMail Response - Process Service Request workflow process; call it Employee Id and set it to the process property Employee Id.

Add an input argument to the Create Service Request step in the eMail Response - SR Submit workflow process and set the name to Field: Owned By Id set it to the process property Employee Id.

In this example, the employee who submitted the email becomes the owner of the new service request record.

Siebel eMail Response Administration Guide
Published: 21 April 2003