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eMail Response - Process Service Request Workflow
Structured or Web-form messages should 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 11 illustrates this process.
This section describes how to take advantage of the following features of this workflow process:
- Service Request Workflow Subprocesses.
When a keyword is detected, eMail Response - Process Service Request workflow invokes one of the following workflow subprocesses:
- Submit Sub Process (SR Submit Workflow). Creates a service request record in your database.
- Query Sub Process (SR Query Workflow). Finds service request records in your database.
- Update Sub Process (SR Update Workflow). Adds an update to a service request record in the form of an Activity associated with the SR.
- Status Sub Process (SR Status Workflow). Requests the current status of the service request record.
- Help Sub Process (SR Help Workflow). Sends instructions for the supported keywords.
To set up the eMail Response - Process Service Request workflow, use this chapter, Completing Typical Setup Tasks and Siebel Business Process Designer Administration Guide.
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Siebel eMail Response Administration Guide Published: 21 April 2003 |
